Customer context · consent-aware audiences
Contacts and Audience Management
Keep customer records, consent history, and relevant audiences together. Give teammates useful context for every conversation while keeping outreach decisions in human hands.
Read the full explanationIllustrative example · not live controls or data
Morgan Lee
Illustrative contact · fictional details
Asked about a product detail; teammate note and resolution category retained.
Illustrative history · not a live conversation
Keep the person in view. Keep permission in view.
Five parts of thoughtful contact management
Customer contact records
Keep the relationship with the record.
Bring a customer's texting history, previous teammate notes, resolution categories, and consent status together so the next person can pick up with context.
Illustrative example · not live controls or data
A record with continuity
Fictional customer · example only
Consent status stays in view.
CSV contact import
Review a list before it joins the work.
Import customer lists with tags, custom fields, and consent indicators. Validation flags duplicates, invalid numbers, and missing consent; importing a record never grants permission to message it.
Illustrative example · not live controls or data
CSV review
Illustrative validation summary
Important distinction
Importing a record is not permission to message.
Opt-in and blocked-contact controls
Keep consent visible. Keep opt-outs respected.
Consent history helps teams understand when and how permission was recorded. Blocked contacts remain suppressed from campaigns, automations, and AI-assisted replies.
Illustrative example · not live controls or data
An opt-out stays enforced
Illustrative safeguard
Consent history · example
Blocked contacts stay suppressed from campaigns, automations, and AI-assisted replies. No bypass.
Interaction-based segmentation
Build audiences around real conversations.
Build audiences from reply activity and last-contact timing. Segments update as new interactions arrive, helping campaigns and shared-inbox teams stay relevant without overriding consent.
Illustrative example · not live controls or data
A conversation-shaped audience
Illustrative rule · not measured data
Example criteria
Use reply activity and last contact as audience context. SMS open/read tracking is not implied.
A clearer foundation for outreach
Useful context. Consent that stays visible.
Organize customer records and build relevant audiences while keeping human judgment at the center of every relationship.
Opt-outs remain suppressed; renewed consent must be recorded.