How to manage contacts

Contacts are the people you email. Each contact has an email address, a status, and any lists, tags, notes, and custom fields you give them. This guide covers the Contacts page and a contact’s profile.

To bring in many contacts at once, see How to import contacts.

Find your contacts

Click Contacts in the sidebar. The All contacts tab lists every contact with their lists, tags, and status.

• Type in Search contacts… to find a contact by name or email.
• Click Filters to narrow the table by Status, Lists, Tags, Assigned to, or Created by.
• Click Sort to change the order, and Columns to choose which columns show.

The count at the top right, such as “2,400 / 100,000”, shows how many contacts you have and how many your plan allows.

Add a contact

1. On Contacts, click Create contact.
2. Enter the Email. It is the only field required by default.
3. Fill in any other fields, such as First name, Last name, Phone, and Company.
4. Choose a Status. New contacts are Active unless you choose otherwise.
5. Add the contact to Lists and Tags if you like.
6. Click Create.

Your custom fields appear under Custom fields at the bottom of the same form.

Note

Choosing Pending sends the contact a confirmation email. They become Active when they click the link in it. See How to set up double opt-in.

Contact statuses

Status	What it means
Active	Receives campaigns, sequences, and automation email
Pending	Has not confirmed their subscription yet. Gets no marketing email
Unsubscribed	Opted out. Gets no marketing email
Bounced	Email to this address bounced. Gets no more email
Complained	Marked an email as spam. Gets no more email

Kelune CRM Cloud sets Unsubscribed, Bounced, and Complained for you when a contact unsubscribes or your provider reports a bounce or complaint.

Open a contact

• Click the eye button (Quick view) in a row to see the contact in a side panel without leaving the list.
• Click the pencil button (Quick edit) to change their details.
• Click the contact’s name to open their full profile.

The profile shows the contact’s details, status, lists, and tags at the top, with emails sent, open rate, and click rate. Use the arrows at the top right to move to the previous or next contact.

Tab	What it shows
Overview	Contact details, Address, custom fields, and Subscription
Activity	Every email open, click, smart link click, and automation step. See How to use notes and the activity timeline
Notes	Notes your team wrote about the contact
Emails	Every email sent to the contact, with its status
Automations	Automations the contact is in, and where they are
Sequences	Sequences the contact is enrolled in

To change the status, click the status tag next to Status and choose another. To add a list or tag, click Add on that row.

Change many contacts at once

1. On Contacts, select the checkbox of each contact you want to change.
2. Open Bulk actions and choose what to do.
3. Pick the tags, lists, status, member, or sequence the action needs.
4. Click Confirm.

Bulk action	What it does
Add tags / Remove tags	Adds or removes the tags you choose
Add to lists / Remove from lists	Adds the contacts to lists, or takes them out
Update status	Sets one status for every selected contact
Assign to	Makes one member responsible for the contacts
Add to sequence / Remove from sequence	Starts or stops a sequence for them. See How to build email sequences
Delete	Deletes the selected contacts

Delete or erase a contact

A contact’s More actions menu (the three dots on the profile) has two ways to remove them:

• Delete removes the contact. The same address can be added again later.
• Erase permanently also removes their notes, activity, and automation history, removes their address from past email logs and campaign sends, and blocks the address in the workspace. No one can add it again by hand, by import, or through a webhook.

To erase, type the contact’s email address to confirm, then click Erase permanently.

Danger

Erasing cannot be undone. Use it when a person asks you to delete their data. To keep their history but stop emailing them, set their status to Unsubscribed instead.

The same menu has Download data (GDPR), which downloads what the workspace stores about the contact, for a data access request.

Common questions

Why can’t I save a contact? A required field is empty, or another contact already has the same value in a unique field. See contact rules.

Why is Create contact unavailable? Your plan’s contact limit is reached, or your role cannot create contacts.

Can I subscribe an unsubscribed contact again? Yes, by changing their status, but only do it if they asked you to. The app asks you to confirm.

Where to go next

• How to organize contacts with lists and tags
• How to build segments
• How to use notes and the activity timeline