An overview of Contacts

In this article, I'll explain the various contact management features we offer. I'll also give examples of when you might use these features and where to find them in the app. 

First, let's define some terminology...

What is a contact?

A contact is a unique email address. You can create a contact with only an email address (no other information is needed). You cannot create a contact without an email address.

An email address counts as a single contact no matter how many lists the contact is subscribed to. You are only billed for the active contacts in your account (unsubscribed and bounced contacts do not count toward your contact total).

What is the Contacts Overview?

This is the page you see after clicking “Contacts” in the left navigation menu. It displays a sortable, searchable list of your contacts.

Most bulk contact management takes place on the Contacts Overview page. From here, you can sort and search your contacts, bulk edit your contacts, do multi-dimensional searches on your contacts, and open up individual contact records.

Clicking a contact's name or email address will open their Contact Record.

What is a Contact Record?

The Contact Record aggregates and organizes all the information you've collected about a contact. From the Contact Record you can edit and add information and a variety of contact management features are available to you. You can subscribe and unsubscribe from lists, start and stop automations, and add and remove tags. From the contact record you can also see a stream of the contact's recent activity, create tasks, and add notes.

Filter/sort/adjust columns:

The contact list that appears on the Contact Overview can be filtered and sorted.

You can filter the contacts by the list they are on, the tags they have, and their status (confirmed, unconfirmed, unsubscribed, or bounced).

You are able to display additional columns by clicking the gear icon in the upper right-hand corner of the contact list:


You may need to find a single contact so that you can add information to their contact record, remove them from a list, or add them to an automation.

To find a single contact, click into the search field that appears in the upper right-hand corner of the contact list:

You can search for them by their name or email address.

Advanced search:

You may want to find groups of contacts that match specific conditions. For instance, you may want to see the contacts that have viewed a certain product on your site or all the contacts that live in a certain state of the U.S..

To filter your contact list down to specific groups of contacts, you use the Advanced Search feature. Advanced search can combine conditions with AND and OR logic. You have hundreds of conditions available to you including:

  • Visits to pages of your website
  • Clicks on specific links in your campaigns
  • Contact data including custom fields you've created
  • Contact location
  • Events you are tracking
  • Where the contact was referred from
  • The device they used to visit your site
  • And more.

After you've identified the contacts you are looking for, the Advanced Search can be saved so you can quickly reuse it or the conditions can be used to create a segment of contacts so you can send campaigns to them.

Learn more about Advanced Search in its feature explanation article.

Bulk Editor:

The Bulk Editor is a time-saving feature that allows you to manage groups of contacts. You are able to:

  • Add or remove tags
  • Subscribe or unsubscribe them from lists
  • Add or remove them from automations

After you've found a group of contacts with the Advanced Search feature, you can use the Bulk Editor to perform actions on them without having to modify each contact one-by-one.

Learn more about the Bulk Editor in its feature explanation.

Manage tags:

Tags can be added to your contacts as a way to organize and group them. Tags can also add information to your contact (in addition to the use of default and custom fields).

The Manage Tags feature allows you to create and edit your tags. You can merge duplicate tags and also describe a tags purpose (so that you don't forget why a tag was created or what it indicates).

To access the Tag Manager, click the down arrow next to “Manage Scoring” from the Contact Overview page.

Learn more about tags and our tagging features in that article.

Custom fields:

Custom fields are used to store additional information about your contacts. The custom fields that make sense for your business may be different than what someone else needs, so we've made custom fields very flexible and you can create an unlimited amount of fields. You can create a variety of field types to store many types of data:

You can add custom fields from the Contact Record.

For more information on custom fields, see this help document.

Contact Scoring:

Contact scoring gives you a numerical score that can indicate the contact's fit for your product and level of engagement so that you can prioritize your leads and treat them differently depending on their score. It's a flexible feature that is useful to both marketers and salespeople and has many applications throughout the customer lifecycle.

To manage your contact scores, click “Manage Scoring” from the Contact Overview page.

Learn more about Contact Scoring in its feature explanation.

Database Sync:

Database Sync allows you to quickly import contacts from a MySQL, MSSQL, or PostGreSQL database.

To access Database Sync, click the down arrow next to “Manage Scoring” from the Contact Overview page.

Learn more about Database Sync in its feature explanation.

Manage Exclusions:

You may not want to send to groups of email addresses. For instance, you might find that you are getting poor quality contacts from certain domain names. With our exclusion feature, you can block those email addresses so that no emails get sent to them.

Perform Batch Actions:

With Batch Actions, you can:

  • Remove multiple email addresses at once
  • Remove all non-confirmed contacts
  • Remove all unsubscribed contacts
  • Remove all bounced contacts
  • Remove all contacts from a list
  • Remove multiple email addresses from your list of exclusions

You can access Batch Actions via the left menu on the "Contacts" overview page.

This help article contains information to help you prepare for GDPR. See Article 16, Right to rectification.

Click here to learn more about the GDPR

Have more questions? Submit a request