Contacts, addresses, labels and segments

Build a useful contact record

A contact can retain the WhatsApp identity, name, language, lifecycle stage, owner, labels, custom fields and conversation history. Capture information only when it is relevant and permitted for your business purpose.

• Use canonical state names and a separate city and pincode.
• Save street or locality separately from state and pincode.
• When a customer has multiple addresses, store each address and ask which one applies to the current order.
• Do not silently overwrite historical order snapshots when a contact changes address.

Use labels for routing, not as notes

Labels work best when each label has one operational meaning, such as Wholesale Lead, Payment Pending or Human Required. Keep the label list small enough that agents apply it consistently.

Create reusable segments

Segments group contacts for broadcasts, reporting and follow-up. Build segments from reliable fields or labels, preview membership, and exclude opted-out contacts before sending.