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Every person you can email is a contact. Contacts belong to your workspace; lists and segments are ways of grouping them. Open Audience → All contacts in the sidebar.

Contact status

Each contact has one Contact status. It describes the mailbox as a whole and overrides every list the contact is on. Subscription to an individual list is tracked separately. See Lists.
Transactional sends follow different rules: an Unsubscribed contact still receives transactional mail such as receipts. See Send policies.

Add a contact manually

1

Open the Add Contact page

Click Add Contact in the toolbar. Where you start decides the list: from a list’s view (a list selected in the sidebar), the contact joins that list, and the page says Will be added to the ”…” list. From All Contacts, the contact isn’t added to any list.
2

Fill in the details

Email is required. Every other field is on the page: first and last name under Contact, company, job title, phone, birthday, language and timezone under Profile, and the postal address under Address. Any custom fields you have defined appear at the end.
3

Save

Click Add Contact to save and go back to the contacts table, with your filters as they were. Click Add and create another to save and start a new contact straight away.The contact is created with the status Active, and subscribed to the list if you started from one. Adding it to a list can start automations with a Contact Added to List trigger. If the address already exists, its details are updated; if it had unsubscribed from that list, it stays unsubscribed. To add it to more lists later, open the contact and use Subscribe to list, or select it in the table and use Bulk update → Add to list.
To bring in many contacts at once, see Import contacts.

Find contacts

  • Search: the search box matches email and name.
  • Lists sidebar: click a list on the left to show only its members. The table then gains a Status in column named after the list, and the Add Existing button appears so you can add existing contacts to that list.
  • Filters: the Filters: row has Email, External ID, First Name, Last Name, Phone, Language, Country, Status and List. Click one to turn it into an editable chip. List status (Subscribed, Pending, Unsubscribed) appears once a list filter is set. Click Clear to remove every filter.
  • Segments: the Segments: row shows one coloured chip per segment with its contact count. Click a chip to show only its members. Click it again to remove the filter.
Filters are stored in the page URL, so you can bookmark or share a filtered view. Export and bulk update use the same filters.
Country filters use two-letter ISO codes (GB, US). Language filters use short language tags (en, pt-BR).

Choose columns

Click the columns button next to the export button to show or hide Name, Lists, Segments, Contact status, Country, Language, Timezone, Phone, Source, Added and Custom Fields. Your choice is remembered in your browser. In the Lists column, each list has a coloured dot for the contact’s status on that list.

Bulk update

1

Select contacts

Tick rows, or use the header checkbox to select every contact on the current page. The selection is kept when you move between pages and cleared when you change a filter.
2

Choose an action

Click Bulk update and pick an Action:
  • Add to list / Remove from list
  • Set list subscription status: Subscribed, Pending or Unsubscribed on one list
  • Set a profile field: country (ISO code), language, timezone, source, company or job title. Leave the value blank to clear the field.
  • Set a custom field (shown only if you have custom fields)
  • Set contact status and Delete contacts (Owners and Admins only)
3

Apply

Click Apply. A message reports how many contacts matched and how many changed.
Delete contacts permanently removes the contacts along with their list memberships, events and history. It cannot be undone. Setting contacts back to Active after they opted out is your responsibility under consent rules.
A single bulk update covers up to 1,000 contacts.

Save a filtered view as a list

When a filter is active, click Save as List and choose where the matching contacts go:
  • A new list: enter a name and, optionally, a description, then click Create List.
  • An existing list: pick the list and click Add to list. Contacts already on it stay as they are, including anyone who unsubscribed from that list, and the confirmation tells you how many were added and how many were already there.
Either way, the list gets the contacts that match at that moment. It keeps them even if they stop matching the filters later, and it doesn’t pick up new matches. Use a segment if you need a group that stays current. The list gets exactly the contacts the table shows: the search text, every filter chip (such as country, language, status or list status), the list selected in the sidebar and the segment chip all apply, the same as for Export to CSV. The dialog lists the filters it will use. A list can hold up to 50,000 contacts from one save.

Export to CSV

Click CSV in the toolbar to download the contacts that match the current filters. The file includes profile fields, each list as List name:STATUS, segments, and one column per custom field. You need export permission to see the button.
  • Up to 250,000 rows per export
  • Up to 5 exports per minute per user
To export a single list, you can also click Export CSV on its card on the Lists page.

The contact page

Click a row to open the contact.
  • Header: the email address (with a copy button), status, Lifetime value, Purchases, Last goal and Website visits where available (see Events and goals).
  • Unsubscribe from all lists: marks the contact Unsubscribed and records an opt-out on every list. Campaigns and journeys stop sending to them straight away. Setting the status back to Active under Edit Contact does not re-subscribe them to any list; you have to add each list back yourself.
  • Awaiting confirmation: if the contact is Pending, or is Active but hasn’t yet confirmed a double opt-in list, a banner explains why, with a Resend Confirmation button. See Double opt-in.
  • Edit Contact: change profile fields, status, source and custom field values.
The tabs below the profile: You can also open the activity timeline from the table without leaving it: click the clock icon (View activity) on a row.

Row actions

The ⋮ menu on each row offers Edit Status, Resend Confirmation (for Pending contacts, and for Active contacts with a Pending list subscription), and Delete contact. When you are viewing a list, the last one becomes Remove from list, which keeps the contact in your workspace.

Troubleshooting

The contact status wins. If the contact is Unsubscribed, Bounced, Complained or Pending, hovering the list badge explains that they opted in to the list but cannot be sent to.
Select at least one contact first. If you don’t see Bulk update, Add Contact or Import Contacts at all, your role can’t edit contacts.
Only Owners and Admins can use those actions.