Contacts
Everyone who has commented on or messaged the brand, in one directory you can search, tag, group and keep notes on.
/brands/{brand}/social/contactsAnyone with access to the brand can read and search. Adding, editing, deleting and syncing need Manager or Owner.
Finding someone
Four ways to narrow the list, which combine.
| Control | What it does |
|---|---|
| Search | By name or handle, as you type. |
| Segment | A saved group. The filter appears once at least one segment exists. |
| Sort | Last active, most comments, alphabetical, or newest. Last active is the default. |
| Platform tabs | All, Instagram, Facebook, or manually added, each with a count. |
A card shows the person's name and handle, where they came from, how many comments they have left, when they were last active, and any tags.
Keeping it useful
Contacts arrive on their own from comments and messages, but they are worth curating rather than leaving to accumulate.
| Action | What it is for |
|---|---|
| Sync Comments | Pulls in new commenters from the connected platforms as contacts. |
| Add Contact | For someone who reached out elsewhere and is still worth tracking. Marked as manual. |
| Tags | Up to ten per contact, and what segments are usually built from. |
| Notes | Anything the next person to reply should know before they do. |
A contact's comment history is the point of the directory: reading what someone said last time before answering them this time.
Deleting a contact removes them from the directory but keeps their comment history.
Worth knowing
Everyone assigned to the brand can read and search. Adding, editing, deleting and syncing need Manager or Owner.
Instagram and Facebook are the platforms that populate contacts. Anyone else has to be added by hand.
A segment is a saved filter rather than a fixed list, so it keeps matching new people as they arrive.