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Contacts Overview

The Contacts section in SendSquared provides powerful tools for managing your customer relationships. This guide explores the main features of contact management, including contact listings, search functionality, groups, segments, and contact profiles.

Accessing Contacts​

To access your contacts:

  1. Navigate to Audience in the main menu
  2. Select All Contacts from the submenu
  3. The contacts listing page will load with your current contacts

Contact Listing​

The contact listing provides a comprehensive view of all your contacts with powerful filtering and sorting capabilities.

Understanding the Contact List​

The contact list displays key information for each contact:

  • Name
  • Email address
  • Phone number
  • Recent activity
  • Group membership
  • Communication status

Filtering Contacts​

Use the filters at the top of the contact list to narrow down your view:

  1. Click the Filter button to open the filter panel

  2. Select from various filtering options:

    • Contact Source: Filter by how contacts were added (imported, manual, form submission, etc.)
    • Group Membership: Show only contacts in specific groups
    • Tags: Filter by applied tags
    • Activity: Filter by recent engagement or inactivity
    • Custom Fields: Filter by custom field values
    • Opt-in Status: Filter by communication preferences

  3. Multiple filters can be combined for precise segmentation

  4. Save frequently used filters for quick access

Sorting Contacts​

Contacts can be sorted by various attributes:

  • Click any column header to sort by that field
  • Click again to toggle between ascending and descending order
  • Sort by name, email, last activity, or custom fields

The search functionality allows you to quickly find specific contacts:

  1. Locate the search bar at the top of the contacts page
  2. Enter search terms such as:
    • Name (full or partial)
    • Email address
    • Phone number
    • Company name
    • Custom field values

For example, searching for "nicole@sendsquared.com" would immediately locate that contact's record. The search is intelligent enough to match partial information as well.

Contact Groups​

Contact groups allow you to organize contacts into static collections, typically based on source or how they were added to your database.

Accessing Groups​

  1. Navigate to Audience → Groups
  2. View a list of all your current contact groups
  3. See the number of contacts in each group

Types of Groups​

Common group types include:

  • Import Groups: Automatically created when importing contacts
  • Form Submission Groups: Contacts who completed specific forms
  • Manual Groups: Contacts added directly to custom groups
  • System Groups: Default groups like "All Contacts"

Creating a New Group​

To create a new contact group:

  1. Click the Add New Group button
  2. Enter a name and description for the group
  3. Choose group settings, such as whether to auto-add new contacts
  4. Click Create Group

Managing Group Membership​

To add or remove contacts from a group:

  1. Navigate to the group details page
  2. Click Add Contacts to add new members
  3. Select contacts from the list, or use search to find specific contacts
  4. To remove contacts, select them and click Remove from Group

Segments​

While groups are static collections, segments are dynamic, real-time filters that automatically update based on specific conditions.

Accessing Segments​

  1. Navigate to Audience → Segments
  2. View a list of all your current segments
  3. See the number of contacts currently matching each segment

Creating a Segment​

To create a new segment:

  1. Click the Create Segment button

  2. Name your segment

  3. Add conditions that define the segment, such as:

    • Contact Properties: Email domain, location, custom fields
    • Behavior: Recent engagement, email opens, website visits
    • Reservation Data: Booking history, stay dates, property type
    • Communication: Email opt-in status, SMS subscriptions

  4. Set the condition logic (AND/OR) between different criteria

  5. Save your segment

Segment Uses​

Segments are powerful for:

  • Targeted marketing campaigns
  • Personalized communication
  • Identifying high-value customer groups
  • Finding contacts who meet specific criteria for special offers

Contact Profile​

The contact profile provides a comprehensive view of an individual contact and their relationship with your business.

Accessing a Contact Profile​

  1. Click on a contact's name in the contact list
  2. Search for a specific contact and click their result
  3. The contact profile will open with detailed information

Profile Overview​

The profile page is divided into several sections:

Contact Information​

  • Name, email, phone number
  • Address and location details
  • Communication preferences
  • Custom field values
  • Tags

Activity Timeline​

  • Chronological record of all contact interactions
  • Email opens and clicks
  • SMS messages sent and received
  • Website visits
  • Form submissions
  • Notes and manual activities

Reservations​

  • Complete booking history
  • Upcoming reservations
  • Past stays
  • Booking preferences
  • Revenue information

Communication History​

  • Email correspondence
  • SMS conversations
  • Phone call logs
  • Campaign participation

Notes​

  • Internal team notes about the contact
  • Conversation summaries
  • Important reminders
  • Customer preferences

Tags and Custom Fields​

Two powerful features for organizing contact information:

Tags​

  • Labels that can be applied to contacts for quick filtering
  • Visible on the contact profile page
  • Add new tags directly from the profile
  • Click on existing tags to see all contacts with that tag

Custom Fields​

  • Additional data points specific to your business needs
  • Fully customizable field types (text, number, date, dropdown, etc.)
  • Can be required or optional
  • Searchable and filterable
  • Used in segments and automation rules

Managing a Contact​

From the profile page, you can:

  • Edit Contact Information: Update basic details and custom fields
  • Add Notes: Document important information for your team
  • Log Activities: Record calls, meetings, or other interactions
  • Apply Tags: Add or remove organizational tags
  • Change Group Membership: Add to or remove from groups
  • Set Preferences: Update communication preferences
  • View History: See all past interactions in one place

Best Practices for Contact Management​

Regular Database Cleaning​

  • Periodically review and update contact information
  • Remove or merge duplicate contacts
  • Update inactive contacts
  • Verify email addresses and phone numbers

Consistent Data Entry​

  • Establish naming conventions for custom fields
  • Use standard formats for phone numbers and addresses
  • Create templates for common notes and activities
  • Train team members on proper data entry

Strategic Grouping​

  • Create logical, purpose-driven groups and segments
  • Avoid creating too many overlapping segments
  • Document the purpose of each group and segment
  • Regularly review group and segment effectiveness

Privacy Compliance​

  • Maintain accurate records of opt-ins and consent
  • Honor opt-out requests promptly
  • Store only necessary contact information
  • Follow data protection regulations for your region

Next Steps​

After understanding the contacts overview, explore these related features: