Contacts, audiences and consent

Contacts: everything you know about each customer

Marketing › Campaigns › Contacts lists your customers as marketing contacts, with their orders, spend, last order, consent, tags and lifecycle. You can search by name, email or phone, filter by audience, tag, RFM, consent or lifecycle, and sort, for example, by "Churn risk".

Opening a contact shows their profile, activity, sales and notes. From the "⋯" menu on their profile, "Export JSON" downloads all their data.

If you tick several contacts, you can "Add tag", "Remove tag", "Add to list", "Remove from list", "Mark subscribed" or "Unsubscribe" all of them at once. Only mark as subscribed people who gave you their consent: it is recorded.

Importing contacts from a CSV

In Marketing › Campaigns › Contacts, press "Import CSV" and choose a file with a header (email, name, phone, consent…). Up to 5,000 rows are accepted per import; rows with neither email nor phone are skipped.

You can tag the imported contacts ("Tag with") or add them to a list. If the file carries consent, tick "I confirm they gave their consent". When it finishes you see how many contacts were created, updated and skipped.

Creating an audience

Audiences live in Marketing › Campaigns › Contacts, Audiences tab. There are two kinds, and the kind cannot be changed once saved:

• "Create audience" creates a dynamic audience, which keeps itself up to date by its rules. Add rules with "Add condition" and combine them with "Add group"; while you edit you see how many customers match and how many have an email. You can also start from a suggested idea, such as "Recent buyers" or "Loyal customers".
• "Create list" creates a fixed list: you pick who is in, from Contacts or with a CSV.

From an audience, "Create campaign for this audience" opens a new campaign that already includes it.

Why nobody can receive a campaign

Having an email is not enough: a contact only receives campaigns if they also meet your consent policy. That policy is in Marketing › Campaigns › Settings, Sending tab:

• "Subscribed contacts only": only people who consented. The safest.
• "Subscribed plus buyers": also buyers who never unsubscribed.

Contacts that were imported or created from orders start without consent, so with "Subscribed contacts only" nobody may be reachable yet. In that case you see the notice "Nobody can receive campaigns yet", with a link to review consent. People who unsubscribed do not receive campaigns.