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Contacts & Conversations

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Contacts

Contacts are the people your business communicates with — across WhatsApp (Cloud API or Connect), SMS, Slack (as a direct message, a channel, or a bot), and a read-only Notion feed.

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Adding Contacts

Manually:
  1. Go to Contacts → Add Contact
  2. Enter phone number (E.164 format, e.g., +919876543210)
  3. Add name, email, tags
  4. Set Opted In status
CSV Import:
  1. Go to Contacts → Import
  2. Download the sample CSV for the required format
  3. Upload your CSV file
  4. Map columns and confirm
CSV format:
Via API:

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Opt-In Management

WhatsApp requires explicit opt-in before you can message contacts. Kaanha AI enforces this on every send, on every channel. Opt-in details stored:
  • optedIn: boolean
  • optInSource: how they opted in
  • optInProof: timestamp or message reference

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Tags

Tags help you segment contacts for targeted broadcasts and automation. Add tags:
  • On the contact profile
  • Via CSV import
  • Automatically via Auto-Tagging rules
Auto-Tagging: Configure keyword-based rules at Settings → Auto-Tagging: Auto-tags are applied to incoming messages automatically. Product-related auto-tagging also runs automatically once you have products in your catalog — a message mentioning a product by name or SKU gets tagged with that product’s interest, no rule setup needed.

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Custom Fields

Add your own fields to Contacts (and Deals, Tasks, Products, Companies) beyond the built-in ones — text, number, dropdown, date, checkbox, and more, from Settings → Custom Fields. Custom fields you define appear automatically in the contact form, in list-view columns, and in filters, and are available to reference from templates and automations.

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Saved Views

If you find yourself applying the same filter/sort/column combination repeatedly, save it as a View — it appears in a dropdown at the top of the list and can be shared with your whole team or kept personal.

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Contact Relations

Link a contact to another record with a typed relationship — “referred by,” “reports to,” “parent company,” and similar — from the contact’s profile. This shows up on both records’ timelines and can be used to build a fuller picture of an account (e.g. linking every contact at a company to that company’s record).

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Contact Timeline

View a unified history of all interactions with a contact:
  1. Go to Contacts → click a contact → Timeline icon
  2. See: messages sent/received, conversations opened/resolved, audit events

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CTWA (Click-to-WhatsApp Ad) Tracking

If a contact came from a WhatsApp ad, their ad metadata is captured automatically:
  • Ad source, headline, body
  • Click-to-WhatsApp Click ID
  • Stored on the contact record
View CTWA attribution at Analytics → CTWA.

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Conversations

A conversation is a thread of messages with a specific contact, on one of your connected channels.

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Conversation Status

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Chat Inbox

The Chat page shows all conversations sorted by last activity:
  • Filter by status, assigned agent, or channel
  • Search contacts by name or phone
  • Bulk actions: mark read, star, archive, or move to trash
Moving a conversation (or contact) to trash is not permanent right away — it’s recoverable for 30 days from Trash, after which it’s permanently purged. Use trash freely; it’s meant to be a safety net, not a final decision.

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24-Hour Window

WhatsApp allows free-form messages only within 24 hours of the last customer message. After 24 hours, you must use an approved template. The chat header shows a countdown timer when the window is approaching expiration.

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Sending Messages

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Quick Replies

Save frequently used messages as shortcuts:
  1. Go to Quick Replies → Create
  2. Set a shortcut (e.g., /greeting)
  3. Set the message content (supports {{contact.name}}, {{org.name}}, etc.)
In the chat input, type / to trigger the quick reply picker. Supported variables:
  • {{contact.name}} — Full contact name
  • {{contact.firstName}} — First name only
  • {{org.name}} — Your business name
  • {{agent.name}} — Current agent’s name
  • {{date}} — Today’s date
  • {{time}} — Current time

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Channel Switcher

Use the channel switcher in the chat header to pick which channel your next message sends on, whenever a contact is reachable on more than one:
  • WhatsApp (Cloud API) — via Meta’s official API
  • WhatsApp (Connect) — via a linked WhatsApp Web device
  • SMS — Twilio, if enabled for your org
  • Slack — if this conversation originated from a Slack DM, channel, or bot
The selected channel applies to the next message you send; replies otherwise go out on whichever channel the contact’s last inbound message came in on.

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CSAT (Customer Satisfaction)

After a conversation is resolved, Kaanha AI automatically sends a CSAT survey:
  • Asks the contact to rate 1-5
  • Stores the rating and optional comment
  • Contributes to your CSAT score on the Analytics page