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Contacts: create, import (CSV) and segments

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Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

Overview

The contact is the central record of each person you communicate with. Every contact stores identity data (name, email, phone, identifier), additional information and the custom attributes you define. From the contact you open conversations, create CRM deals and follow the history.

You can populate your base in three ways: creating contacts manually, importing a CSV file, and letting new conversations create contacts automatically. To find groups quickly, organize the base into segments — saved filters by combined criteria.

Prerequisites

  • An active ConversaLabs account and a user with access to the Contacts area.
  • To import, a CSV file with a header row as the first line.
  • Define the custom attributes you want to fill during import beforehand (see the custom attributes article).

Step by step

Create a contact manually

  1. Open the Contacts area from the sidebar.
  2. Use the new contact action and fill at least one identity field (name, email or phone).
  3. Save. The contact becomes available for conversations and for the CRM.

Import via CSV

  1. In the Contacts area, open the import contacts option.
  2. Download the sample CSV template, if offered, to see the expected columns.
  3. Fill the file: one row per contact, with a column header on the first line.
  4. Upload the file. The import runs in the background.
  5. When it finishes, you get an email notification with the result (success or failure).

Create and use segments

  1. In the Contacts list, build a filter combining criteria (attributes, labels, dates, etc.).
  2. Save the filter as a segment with a clear name.
  3. Open the segment whenever you need that group, without rebuilding the filter.

Settings & options

  • Standard fields: name, email, phone, identifier, city, country, company and blocked status.
  • Custom attributes: extra columns you create for your business.
  • Segments: saved per user and reusable; each user has a limit of saved filters.
  • Deduplication: email, phone and identifier help avoid repeated contacts.

Use cases

  • Upload an existing base from another tool via CSV in minutes.
  • Create a "leads with no reply in the last 7 days" segment for a follow-up.
  • Split customers by city or by custom attribute for regional campaigns.

Tips, limits & best practices

  • Make sure the CSV is UTF-8 to preserve accents and special characters.
  • Use a unique identifier column (or email/phone) to avoid duplicates.
  • Import a small test batch first before the full base.
  • Standardize formats (phone in international format, dates in the same pattern).

Troubleshooting

  • The import failed: check the notification email; it is usually a header, encoding or column format error.
  • Duplicate contacts: verify the identifier/email column is filled and consistent.
  • Broken accents: save the CSV again as UTF-8 and import once more.
  • I cannot find a segment: segments are saved per user; confirm you are on the right user.

See also