{"id":33135,"date":"2024-11-12T17:15:29","date_gmt":"2024-11-12T17:15:29","guid":{"rendered":"https:\/\/help.chatecommerce.com\/cargar-contactos-chatecommerce\/"},"modified":"2026-10-26T21:54:21","modified_gmt":"2026-10-26T21:54:21","slug":"add-import-contacts-chatecommerce","status":"publish","type":"post","link":"https:\/\/help.chatecommerce.com\/en\/add-import-contacts-chatecommerce\/","title":{"rendered":"How to add and import contacts in ChateCommerce"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">What it is and what it\u2019s for<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">A <strong>contact<\/strong> is a person registered in your ChateCommerce account: a customer or a potential customer. Each contact has their details (name, phone, country, and email), their tags, and their conversation history.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In the <strong>Contacts<\/strong> section, you have everyone in one place. From there, you can edit them, start a conversation, or view their chat.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Why you need it:<\/strong> to send campaigns, build lists, or start conversations, you first need your customers registered as contacts, with their phone number and subscription status.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>What you use it for:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Centralize your customer base in the platform.<\/li>\n\n\n\n<li>Import the contacts you already have in a spreadsheet all at once.<\/li>\n\n\n\n<li>Tag contacts to segment them in lists and campaigns.<\/li>\n\n\n\n<li>Start conversations with customers who haven\u2019t messaged you yet.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Before you start<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Keep in mind:<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2713 <strong>You need your contacts\u2019 consent.<\/strong> To send WhatsApp messages, businesses must obtain people\u2019s acceptance. When you save a contact, you confirm you have that consent, in accordance with applicable laws and the platform\u2019s terms and conditions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u2713 <strong>Subscription determines who receives campaigns.<\/strong> Only contacts with an <strong>Accepted<\/strong> subscription status are included in the lists you use for your campaigns.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How contacts get into ChateCommerce<\/h2>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Source<\/th><th>How it works<\/th><th>Example<\/th><\/tr><\/thead><tbody><tr><td><strong>Automatic<\/strong><\/td><td>When someone messages you through a connected channel, a contact is created.<\/td><td>A customer messages you on WhatsApp from your website.<\/td><\/tr><tr><td><strong>Integrations<\/strong><\/td><td>Integrations with your store or other platforms create contacts.<\/td><td>A customer abandons a cart on Shopify; contacts imported from HubSpot.<\/td><\/tr><tr><td><strong>Manual<\/strong><\/td><td>You add one contact at a time.<\/td><td>A customer you met at a physical store.<\/td><\/tr><tr><td><strong>Import<\/strong><\/td><td>You upload several contacts at once with a CSV file.<\/td><td>Your customer base exported from another system.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">The <strong>Source<\/strong> column in the list shows where each contact came from.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to add a contact manually<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Step 1 \u2014 Open the form<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">In the side menu, go to <strong>Contacts<\/strong> and click <strong>+ Add<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Step 2 \u2014 Fill in the details<\/h3>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Field<\/th><th>Required?<\/th><th>What to enter<\/th><\/tr><\/thead><tbody><tr><td><strong>First name<\/strong><\/td><td>Yes<\/td><td>The contact\u2019s first name.<\/td><\/tr><tr><td><strong>Last name<\/strong><\/td><td>No<\/td><td>The contact\u2019s last name.<\/td><\/tr><tr><td><strong>Email<\/strong><\/td><td>No<\/td><td>Their email address.<\/td><\/tr><tr><td><strong>Country<\/strong><\/td><td>Yes<\/td><td>The country of the phone number.<\/td><\/tr><tr><td><strong>Phone<\/strong><\/td><td>Yes<\/td><td>The number, without the country code (it\u2019s added based on the selected country).<\/td><\/tr><tr><td><strong>Tags<\/strong><\/td><td>No<\/td><td>One or more Contacts tags.<\/td><\/tr><tr><td><strong>Subscription request<\/strong><\/td><td>No<\/td><td><strong>Accepted<\/strong>, <strong>Denied<\/strong>, or <strong>Not answered<\/strong>. Default: <strong>Not answered<\/strong>.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">If your account has <strong>custom fields<\/strong> (for example, Company), they also appear in this form.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1900\" height=\"867\" src=\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2024\/11\/contactos-agregar-contactos.png\" alt=\"\" class=\"wp-image-33125\" srcset=\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2024\/11\/contactos-agregar-contactos.png 1900w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2024\/11\/contactos-agregar-contactos-300x137.png 300w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2024\/11\/contactos-agregar-contactos-767x350.png 767w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2024\/11\/contactos-agregar-contactos-1024x467.png 1024w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2024\/11\/contactos-agregar-contactos-1536x701.png 1536w\" sizes=\"(max-width: 1900px) 100vw, 1900px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Step 3 \u2014 Save<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Click <strong>Save<\/strong>. By doing so, you confirm you have the contact\u2019s consent to send them messages.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to import contacts with a CSV file<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">If you have many contacts in a spreadsheet, you can upload them all at once with a <strong>CSV<\/strong> file (a spreadsheet format you can export from Excel or Google Sheets).<\/p>\n\n\n\n<div style=\"position: relative; width: 100%; aspect-ratio: 16 \/ 9; overflow: hidden;\">\n  <iframe\n    src=\"https:\/\/embed.app.guidde.com\/playbooks\/cmpB8iunLvVeYDes4QMuVY?mode=videoOnly\"\n    title=\"Tutorial de Guidde\"\n    style=\"position: absolute; inset: 0; width: 100%; height: 100%; border: 0;\"\n    allowfullscreen\n    loading=\"lazy\"\n    allow=\"encrypted-media; fullscreen\">\n  <\/iframe>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Step 1 \u2014 Open the import<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">In <strong>Contacts<\/strong>, click the arrow next to <strong>+ Add<\/strong> and choose <strong>Import file<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Step 2 \u2014 Download the template<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Click <strong>Download sample CSV template<\/strong> and fill it in with your contacts, following this column order:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Column<\/th><th>Field<\/th><th>Required?<\/th><th>Example<\/th><\/tr><\/thead><tbody><tr><td>A<\/td><td>First name<\/td><td>Yes<\/td><td>Anna<\/td><\/tr><tr><td>B<\/td><td>Last name<\/td><td>No<\/td><td>Smith<\/td><\/tr><tr><td>C<\/td><td>Country (ISO code)<\/td><td>Yes<\/td><td>US<\/td><\/tr><tr><td>D<\/td><td>Phone with international code<\/td><td>Yes<\/td><td>12025550123<\/td><\/tr><tr><td>E<\/td><td>Email<\/td><td>No<\/td><td>anna@example.com<\/td><\/tr><tr><td>F<\/td><td>Tags<\/td><td>No<\/td><td><code>\"{Wholesale customer,Interested in sneakers}\"<\/code><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>The file doesn\u2019t have a header row:<\/strong> every row, starting with the first, is a contact.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Example row:<\/strong><\/p>\n\n\n\n<pre class=\"wp-block-code\"><code>Anna,Smith,US,12025550123,anna@example.com,\"{Wholesale customer,Interested in sneakers}\"<\/code><\/pre>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>About tags:<\/strong> write them inside curly braces and double quotes, separated by commas, as in the example. The quotes are needed because the file\u2019s columns are also separated by commas.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Step 3 \u2014 Save the file<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Save the file as a <strong>comma-separated .csv<\/strong>, with no empty rows and a maximum size of <strong>30 MB<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Important if you use Excel:<\/strong> in some regional settings, Excel uses a semicolon as the separator. If you open the template and see all the data in column A, edit it in Google Sheets or a text editor, or use <strong>Data \u2192 From Text\/CSV<\/strong> in Excel and choose comma as the separator.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Step 4 \u2014 Upload the file<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Select the file or drag it into the box and click <strong>Upload<\/strong>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1898\" height=\"868\" src=\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2024\/11\/contactos-subir-archivo-svc.png\" alt=\"\" class=\"wp-image-33128\" srcset=\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2024\/11\/contactos-subir-archivo-svc.png 1898w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2024\/11\/contactos-subir-archivo-svc-300x137.png 300w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2024\/11\/contactos-subir-archivo-svc-768x351.png 768w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2024\/11\/contactos-subir-archivo-svc-1024x468.png 1024w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2024\/11\/contactos-subir-archivo-svc-1536x702.png 1536w\" sizes=\"(max-width: 1898px) 100vw, 1898px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Import rules<\/h2>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Rule<\/th><th>Detail<\/th><\/tr><\/thead><tbody><tr><td>Format<\/td><td>Comma-separated CSV, with no empty rows or header row.<\/td><\/tr><tr><td>Maximum size<\/td><td>30 MB.<\/td><\/tr><tr><td>Required fields<\/td><td>First name, Country, and Phone.<\/td><\/tr><tr><td>Duplicate data<\/td><td>The last record found in the file is kept.<\/td><\/tr><tr><td>Subscription<\/td><td>Imported contacts have <strong>Subscription request<\/strong> active by default.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">What the subscription request is<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The <strong>subscription request<\/strong> shows whether a contact agreed to receive marketing messages, such as your campaigns. It\u2019s what determines whether a contact can be part of your lists.<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Status<\/th><th>What it means<\/th><th>Included in campaign lists?<\/th><\/tr><\/thead><tbody><tr><td><strong>Accepted<\/strong><\/td><td>The contact agreed to receive your messages.<\/td><td>\u2705 Yes<\/td><\/tr><tr><td><strong>Denied<\/strong><\/td><td>The contact declined to receive your messages.<\/td><td>\u274c No<\/td><\/tr><tr><td><strong>Not answered<\/strong><\/td><td>The contact hasn\u2019t responded yet.<\/td><td>\u274c No<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>When each status is assigned:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Contacts you add manually are set to <strong>Not answered<\/strong>, unless you choose another status when creating them.<\/li>\n\n\n\n<li>Contacts you import with a CSV file have the subscription active by default.<\/li>\n\n\n\n<li>You can change any contact\u2019s status from <strong>Edit<\/strong>, in the <strong>Subscription request<\/strong> field.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Important:<\/strong> only change a contact to <strong>Accepted<\/strong> if they actually gave you their consent to receive messages.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to manage your contacts<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In the <strong>Contacts<\/strong> list, each row has these actions:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Action<\/th><th>What it\u2019s for<\/th><\/tr><\/thead><tbody><tr><td><strong>Edit<\/strong><\/td><td>Change the details, tags, or subscription status.<\/td><\/tr><tr><td><strong>View chat<\/strong><\/td><td>Open the conversation with that contact.<\/td><\/tr><tr><td><strong>Start chat<\/strong><\/td><td>Appears for contacts who don\u2019t have a conversation yet. Lets you message them first, using an approved template.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">You can also use the search bar and filter to find specific contacts.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to start a chat with a contact<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">To message a contact first, you need to use an <strong>approved template<\/strong>: a message with a predefined format that Meta reviews and approves before you can send it.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>In <strong>Contacts<\/strong>, click <strong>Start chat<\/strong> on the contact\u2019s row.<\/li>\n\n\n\n<li>In the <strong>Send message<\/strong> window, choose the <strong>message template<\/strong>. You can search for it by keyword.<\/li>\n\n\n\n<li>Choose the template\u2019s <strong>language<\/strong>.<\/li>\n\n\n\n<li>Fill in the fields the template requires, such as the contact\u2019s <strong>name<\/strong>.<\/li>\n\n\n\n<li>Review the preview and click <strong>Send message<\/strong>.<\/li>\n<\/ol>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1898\" height=\"867\" src=\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2024\/11\/contactos-iniciar-chat.png\" alt=\"\" class=\"wp-image-33131\" srcset=\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2024\/11\/contactos-iniciar-chat.png 1898w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2024\/11\/contactos-iniciar-chat-300x137.png 300w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2024\/11\/contactos-iniciar-chat-766x350.png 766w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2024\/11\/contactos-iniciar-chat-1024x468.png 1024w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2024\/11\/contactos-iniciar-chat-1536x702.png 1536w\" sizes=\"(max-width: 1898px) 100vw, 1898px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Best practices<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>1. Always use the sample template.<\/strong> If you change the column order, the data will be loaded into the wrong fields.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>2. Don\u2019t add a header row.<\/strong> The first row of the file must already be a contact.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>3. Include the international code in phone numbers.<\/strong> A number without a country code can\u2019t be matched to the right contact.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>4. Create tags before importing.<\/strong> In <strong>Settings<\/strong> \u2192 <strong>Tags<\/strong>, create the Contacts tags you\u2019ll use in column F, with the exact same name. That way, your contacts are segmented from the start.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>5. Edit the file in Google Sheets or a text editor.<\/strong> This prevents Excel from changing the separator to a semicolon.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>6. Check for duplicates before uploading the file.<\/strong> If a contact appears twice, only the last record is kept. Make sure the last one has the correct data.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>7. Split large files.<\/strong> If your file is larger than 30 MB, split it into several smaller files.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>8. Only import contacts who gave consent.<\/strong> Imported contacts have the subscription active by default. Only include people who agreed to receive your messages.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Common issues and solutions<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">The file won\u2019t import<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> the file isn\u2019t a comma-separated CSV, has empty rows, or is larger than 30 MB.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> save it again as a comma-separated .csv, remove empty rows, and check the size.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> required data is missing.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> check that every row has First name, Country, and Phone.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">All the data appears in a single column<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> you opened the file in Excel with settings that use a semicolon as the separator.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> edit the file in Google Sheets or a text editor. In Excel, use <strong>Data<\/strong> \u2192 <strong>From Text\/CSV<\/strong> and choose comma as the separator.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">A contact called \u201cName\u201d appeared<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> you added a header row to the file.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> delete that row from the file. The data must start in the first row.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">A contact\u2019s data was loaded incorrectly<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> the column order doesn\u2019t match the template.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> download the sample template and copy your data following its order.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">The tags weren\u2019t assigned<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> the tags aren\u2019t inside double quotes and curly braces.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> write them using the format <code>\"{TAG1,TAG2}\"<\/code>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> the name doesn\u2019t match an existing tag.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> check in <strong>Settings<\/strong> \u2192 <strong>Tags<\/strong> that the tag exists, is a Contacts tag, and is spelled the same way.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">A contact doesn\u2019t appear in my lists<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> their subscription status is <strong>Denied<\/strong> or <strong>Not answered<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> only contacts with an <strong>Accepted<\/strong> status are included in lists. Check the status from <strong>Edit<\/strong>, in the <strong>Subscription request<\/strong> field.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">I can\u2019t start a chat with a contact<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> you don\u2019t have any approved templates.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> to message a contact first, you need at least one template approved by Meta. Create it in <strong>Marketing<\/strong> \u2192 <strong>Templates<\/strong> and wait for approval.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Frequently asked questions<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">What information is required to add a contact?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">First name, Country, and Phone.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">How large can the import file be?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Up to 30 MB.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Does the file have a header row?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">No. Every row, starting with the first, is a contact.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What happens if a contact appears twice in the file?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The last record found is kept.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What subscription statuses are there?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Three: <strong>Accepted<\/strong>, <strong>Denied<\/strong>, and <strong>Not answered<\/strong>. Only contacts with an <strong>Accepted<\/strong> status are included in campaign lists.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Can I change a contact\u2019s subscription status?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Yes. From <strong>Edit<\/strong>, in the <strong>Subscription request<\/strong> field. Only change it to <strong>Accepted<\/strong> if the contact gave you their consent.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What subscription status do imported contacts have?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">They have the <strong>Subscription request<\/strong> active by default.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Can I assign tags when importing?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Yes. Add them in column F, inside double quotes and curly braces: <code>\"{TAG1,TAG2}\"<\/code>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Can I message a contact who has never messaged me?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Yes, with the <strong>Start chat<\/strong> action. The first message must be sent with an approved template.<\/p>\n\n\n\n<div class=\"cc-help-box\">\n  <div class=\"cc-help-box__heading\">\n    <img decoding=\"async\" class=\"cc-help-box__icon\" src=\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2026\/09\/clip.svg\" alt=\"\">\n    <h3 class=\"cc-help-box__title\">Next steps<\/h3>\n  <\/div>\n  <div class=\"cc-help-box__links\">\n    <a class=\"cc-help-box__link\" href=\"https:\/\/help.chatecommerce.com\/en\/tags-chatecommerce\/\">Tags: how to create, organize, and use them to segment campaigns<\/a>\n    <a class=\"cc-help-box__link\" href=\"https:\/\/help.chatecommerce.com\/en\/contact-lists-filters-chatecommerce\/\">Contact lists: how to create them with filters<\/a>\n    <span class=\"cc-help-box__link\">How to create and send a campaign<\/span>\n  <\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Need help?<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/wa.me\/5491170781975\">Contact the support team<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/help.chatecommerce.com\/en\/categoria\/contacts-and-campaigns\/\">See all Contacts and campaigns guides<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>What it is and what it\u2019s for A contact is a person registered in your ChateCommerce account: a customer or a potential customer. Each contact has their details (name, phone, country, and email), their tags, and their conversation history. In the Contacts section, you have everyone in one place. From there, you can edit them, [&hellip;]<\/p>\n","protected":false},"author":14,"featured_media":22860,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[539,192],"tags":[],"class_list":["post-33135","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contacts-and-campaigns","category-help-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to add and import contacts | ChateCommerce<\/title>\n<meta name=\"description\" content=\"Learn how to add contacts in ChateCommerce manually or with a CSV file, and how subscription works so they can receive your campaigns\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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