User Guide · Inbox & Contacts
Contacts
Every person who has talked to you, across channels: segments, groups, import, export, merged identities and lifetime value.
Contacts is your customer database. Every conversation creates or updates a contact, and Inboxi groups conversations that belong to the same real person into one contact row. Open it from the people icon on the icon rail.
The contacts list
- 1Filter by platform: Gmail, Instagram, Telegram, Facebook, Widget, Slack, WhatsApp.
- 2Smart segments: Favorites, Unanswered, New this week, Hot leads, Idle (30d+), Unassigned.
- 3Message: start a new conversation with a contact.
- 4Sort, and switch between list and grid view.
- 5Import, Export and New Contact.
Below the segments, Groups are your own lists (VIP, Wholesale, Event 2026). Create one with New Group, then add contacts to it from a contact's menu or in bulk.
Merged identities and lifetime value
A person may talk to you on several channels or numbers. On each contact row you may see:
| Badge | Meaning |
|---|---|
| 💬 3 chats | This contact has several conversations that were merged into one person: same email address, same website visitor, or the same phone number writing to different WhatsApp numbers. The inbox still shows each conversation separately. |
| 💰 4 · 1.2K | Lifetime value: number of orders and total spent, matched by phone number. Hover it for the exact figures. |
| Group chips | The groups the contact belongs to. |
If Inboxi spots possible duplicates (contacts sharing a phone or email), a banner offers Review, which selects them so you can handle them from the bulk bar.
Bulk actions
Select contacts with their checkboxes to open the bulk bar: Message, Export, Add to group and Delete.
The contact page
- 1Tabs: Details, Chats, Orders, Courses, History, Notes, Tags.
- 2Add tags right from the profile card.
- 3Edit first and last name, email, phone, city, country, company and bio.
- 4Send Message, or Save Contact after editing.
| Tab | Content |
|---|---|
| Details | Profile, contact fields and social media links. |
| Chats | All conversations linked to this person. |
| Orders | Total orders, total spent and the order history. |
| Courses | Enrolled courses and progress (education workspaces). |
| History | The full conversation history. |
| Notes | Team notes about the contact. |
| Tags | Custom tags assigned to the contact. |
Import contacts
Click Import to bring contacts in from a CSV file. The importer has three steps: Upload, Map columns and Review & import.
- 1Upload → Map columns → Review & import.
- 2Drop a CSV file here.
- 3Download template: a CSV with the right headers.
- 4Import Purpose decides how duplicates are handled.
File rules
- Each row needs a phone number or an email. Everything else is optional.
- Phone numbers can use English or Arabic digits.
- The file must be a .csv with headers in the first row, up to 20 MB.
- Groups and Tags accept several values separated by
|or,; missing groups and tags are created for you.
Columns you can map
First Name, Last Name, Phone, Email, Country Code, Groups, Tags, Lifecycle (a stage name from Settings), Notes and Assigned Agent (agent email or name).
Import purpose
| Option | Behavior |
|---|---|
| Add new contacts only | New contacts are created. Existing contacts (matched by phone or email) are left unchanged. |
| Update existing contacts only | Existing contacts are updated; new rows are skipped. |
| Add & update contacts | New contacts are created and existing ones updated. |
| Add all contacts despite duplicates | Every row is created, duplicates included. Use with caution. |
Export
Export downloads the contacts you're looking at (or the ones you selected) as a file. To export everything, including conversations, use Settings › General › Exports.