The Contacts list, with the search and filter bar above the grid.
The list
The grid shows these columns:
Click a column heading to sort by it. The list loads 50 at a time — the Load more button at the bottom brings in the next batch, and the counter beside it reads “N contacts total (M loaded)”.
On a phone the grid becomes a list of tappable cards showing the name, status, phone number and tags.
Finding people
The filter bar above the grid has:- Search by name or email… — filters as you type.
- Country (e.g. AE) — narrows to one country, by its two-letter code.
- Opted out only — shows only the people who have opted out of marketing.
Acting on several at once
Tick the checkboxes on the rows you want and a toolbar appears reading N selected:- Opt out — marks them all as opted out of campaigns.
- Delete — removes them, after confirming: “This will permanently delete N contacts. This can’t be undone.”
- Clear selection
Creating a contact
Click + New contact. Only the name is required; everything else can be filled in later.
Click Create to save. Editing later uses the same dialog, titled Edit contact.
Channel addresses
A contact record on its own has no way to receive a message. What connects a person to a channel is their address on that channel — their WhatsApp number, their Telegram chat, their email address. Click Add address in the contact dialog to add one: pick the channel, then type the identifier. The placeholder tells you what is expected — “Phone (e.g. 966501234567)” for WhatsApp, “Chat / user ID” otherwise. This link matters in two directions:- Inbound — when a message arrives, Callivox matches its sender to a contact through these addresses. That is how a conversation gets a name instead of a phone number, and how the contact’s history stays in one place.
- Outbound — a campaign can only reach a contact on a channel they have an address for. Contacts with no address on a campaign’s channel are not part of that audience.
Addresses already on a contact are shown read-only when you edit — you can add new ones, but not change or remove existing ones from this dialog. If you have not connected a channel yet, the dialog says “Connect a channel first to associate an address (needed for campaigns).”
The contact page
A contact's detail page: their fields, tags, linked channels and recent conversations.
— where you have nothing, plus three sections:
- Tags — the tags on this contact, as coloured chips.
- Linked channels — every channel address on the record, with the channel it belongs to.
- Recent conversations — their conversations with their statuses and subjects.
Human Only AI handling
Every contact starts with Use workspace default. In that mode, Callivox decides whether AI answers from the existing conversation, folder, channel and workspace settings. Choose Make human only when this person must always be handled by your team. The policy applies to every linked channel and to both existing and future conversations for that contact. While Human Only is active:- AI chat agents do not reply.
- AI and hybrid conversation flows do not reply.
- AI voice calls and voice campaigns cannot call the contact.
- Incoming messages still reach the inbox normally.
- Team members can still reply and call using non-AI workflows.
- Ordinary messaging campaigns and the contact’s marketing opt-out status are unchanged.
Human Only controls customer-facing AI interaction. It is separate from marketing consent and from the channel blacklist.
Tags
Tags are a shared vocabulary. The same tag can sit on a contact and on a conversation, so “VIP” or “Refund request” means one thing across the whole workspace. Click Manage tags on the contacts list to open the tag manager. Type a name, pick a colour, and add it. Existing tags can be renamed, recoloured and deleted in place. Conversation tags are also created automatically as Callivox reads your conversations, and they go into this same list. The Tags page is the better place to curate a vocabulary that has grown — it can merge near-duplicates like “Refund” and “Refunds” into one, keeping everything that was tagged with either. Tags are useful on contacts because campaigns can target them: “everyone tagged VIP” is a valid audience. See Creating a campaign.Opt-out, Human Only, and blocking
These three look similar and do different things. It is worth knowing which one you want.
Opt out is a marketing consent flag. An opted-out contact is excluded from every campaign audience, always — there is no way to override it in the campaign builder, and that is deliberate. Their status pill reads Opted out, and the Opted out only filter finds them all.
Blocking is about the AI. A blocked sender stops receiving automatic replies across every conversation on that channel, while your team can still answer them by hand. Their conversations show a red Blocked pill. See Working with conversations.
Human Only is the durable, contact-wide choice for someone who must always be handled by a person. Unlike blocking, it follows all channel addresses linked to the contact and also prevents AI voice calls.
Someone who asks to stop marketing messages should be opted out. Someone who must be handled by a person across every channel should be marked Human Only. Use blocking when you need to suppress automated replies from one specific channel address without changing the contact-wide policy.
Next steps
Import and export
Bring a contact list in, or take yours out.
Campaigns
Message a segment of your contacts.