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Forwarding Contacts allows teams to maintain a centralized list of customer profiles that can be used across live conversations, AI agent flows, and outbound campaigns. Whether you’re creating contacts manually or importing them in bulk, this feature ensures all customer interactions are context-aware and personalized.

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Manage Contacts

  • Create individual contacts by entering email or phone number (at least one is required)
  • Import multiple contacts using a CSV for easy bulk onboarding
  • Store detailed customer info such as tags, addresses, engagement history, UTM data, and more
  • Use filters and columns to search, segment, or analyze contacts quickly
  • Reference contact data in flows or assign conversations to known users

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Creating a Contact

  1. Click New Contact → Create New Contact
  2. Provide Phone Number or Email
  3. Optionally fill:
    • First Name, Last Name
    • Marketing Consent: SMS, Email, WhatsApp
    • Tags or address details via “View Optional Fields”
  4. Click Save to store the profile
This contact can now be used during inbound conversations or targeted for outbound engagement.

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Importing Contacts

To import a contact list:
  1. Click New Contact → Import Contacts
  2. Upload a CSV file with supported fields
  3. Map the columns to system fields (if prompted)
This is especially useful for migrating CRM data or preloading customers into the system. Use the Filters menu to query contacts using any combination of:
  • Text fields (e.g., Company Name, Tags)
  • Date fields (e.g., Last Seen At, Close Date)
  • UTM campaign fields
  • Lifecycle or lead status values
Filters support condition-based logic like contains, equals, before/after, making it easy to isolate specific segments.

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Optional Fields (Contact Metadata)

Beyond core identifiers, Plivo supports a rich set of optional fields to enrich user context:
  • Engagement Info: Last Seen, First Session, Last Session, Created At
  • Marketing Attribution: UTM fields, Google Click ID, Campaign Names
  • CRM Fields: Lead Status, Lifecycle Stage, Likelihood to Close
  • Demographic Tags: Gender, Marital Status, Military Status
  • Device Data: Browser, IP, User Agent
  • Consent & Flags: Marketing Consent, Contact Unengaged, Tax Exempt
You can use these values for filtering, reporting, and routing within flows or queues.

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Use Cases

  • Route returning users to the right agent or AI flow using stored context
  • Enrich agent conversations with full customer details
  • Launch outbound engagement to segmented contact lists
  • Identify user behavior through tags or marketing data
  • Run automation using custom contact filters and UTM attribution
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