Add contacts manually & import from CSV

Seeding contacts from an existing list means their history starts accumulating from the first time they reach out, and your team can see who they are before that. Both ways of adding people start from the Contacts page in the admin sidebar.

Add a contact manually

1. Click Add contact.
2. Fill in Name (required), Email (required), and Phone (optional).
3. Click Add contact.

The contact is created as a lead keyed by that email address. If they later email support or chat from the same address, that activity lands on this contact.

Import from CSV

Prepare the file

• The first row must be a header row, for example Name, Email, Phone.
• Up to 5,000 data rows per file.
• Only three columns are read: name, email, and phone. Any other column is ignored.

Run the import

1. Click Import CSV.
2. Click Choose a CSV file and pick the file.
3. On the Map columns step, check the field each column was matched to. Headers containing "email" or "e-mail" map to Email, "phone", "mobile", or "tel" map to Phone, and "name" maps to Name; everything else is set to skip. Change any mapping with its dropdown. One column must be mapped to Email before you can continue.
4. Review the Preview table. Each row is marked Ready or Invalid email, and the summary line tells you how many contacts are ready, how many invalid rows will be skipped, and how many duplicates the file contains.
5. Click Import N contacts.

What happens to each row

The Import complete screen shows the final counts: Created, Skipped (already existed), and Invalid rows.

Related articles

• Where contacts come from (auto-created from email & AI chat)
• Manage a contact's profile: details, custom fields, notes & history