Contacts, profiles and segments

A contact is one customer — the person behind a conversation. Their profile brings together everything you know about them: how to reach them, what you've written down, their labels and whether they've asked you to stop messaging. A segment is a saved filter over your contacts that you can send to.

How contacts are created

Mostly, you don't create them:

• When someone messages you. The first message on any connected channel — WhatsApp, Messenger, Instagram, email or website chat — creates a contact, named from their profile where the channel provides one. Website chat visitors who haven't given a name appear as Web visitor.
• Add contact. On the Contacts page, click Add contact, and enter a Name, the Channel (WhatsApp, Website chat, Instagram, Messenger or Email), and the Phone / identifier they message you from.
• Import. Upload an Excel or CSV file — see import contacts.

One person can have several ways to reach them. An import that gives a contact both an email and a WhatsApp number links the two, so their first WhatsApp message lands on the profile you already have.

The Contacts list

The list shows Name, Channels, Email, Phone, Labels and Last seen. Click Name or Last seen to sort. Search by name or ID.

Tick contacts to act on several at once: Add label, Remove label, or Delete selected. Adding a label this way adds to what each contact already has — nothing they carried before is removed.

Deleting a contact also deletes their conversations, messages and memory. It cannot be undone.

The contact profile

Click a contact to open their profile. From a conversation, use Open full profile in the side panel.

• Rename — the pencil next to the name. A name you type is kept, even if an import later carries a different one.
• Custom attributes — facts about this person as name–value pairs: city, membership tier, date of last visit, anything useful. Click Add attribute. The AI agent can also fill these in during a conversation, if you've allowed its Update contact attributes action. Broadcasts and journeys can put an attribute into a message — choose Contact attribute for a template variable.
• Labels — the contact's labels. Pick an existing one, or type a new name and click Create label. These are contact labels, which are different from conversation labels — see labels.
• Messaging preference — whether this person has unsubscribed, and when, and how: at their own request (STOP), recorded by a colleague, carried over from an import, or set through the API. You can Unsubscribe from promotions, Unsubscribe from all, or Resubscribe them here. "No preference recorded" means they haven't asked you to stop — which isn't the same as having agreed to hear from you (more on this).
• Business memory — facts Juno has learned from this contact's conversations. Re-extract memory reads their conversations again.
• Conversation history — every conversation with them, plus their orders and any broadcast or journey that led to one. Message opens their most recent conversation.

Segments

A segment is a set of conditions. Every contact that matches all of them is in the segment. Segments are never frozen: membership is worked out at the moment you use one, so a new customer who matches today is included in tomorrow's broadcast without you doing anything.

If Segments isn't in your menu, your industry setting is hiding it (salons, gyms and tuition centres hide it; clinics see it). Click Show on the "features hidden by your industry" note at the bottom of the menu.

Build a segment

1. Open Segments and click New segment. Or start from a ready-made audience: Quiet for 30 days, New this week or WhatsApp contacts.
2. Enter a Segment name.
3. Click Add condition for each rule. The conditions you can use:

   Field	Options	Example
   Channel type	is / is not	Channel type is whatsapp
   Label	is / is not	Label is "VIP"
   Attribute	is / is not / contains / is greater than / is less than	Attribute tier is gold
   Last seen (days)	more than / within	Last seen more than 30 — gone quiet
   Created (days ago)	more than / within	Created within 7 — new this week

4. Click Preview to see how many contacts match right now.
5. Click Create.

Every condition must match — there is no "any of". To reach VIP or wholesale customers, give both groups one label, or send twice.

Attribute matches the attribute name exactly as it's written on the profile. Is greater than and is less than compare numbers, so a lead_score of 82 counts as greater than 70. Contacts without that attribute don't match.

Where segments are used

• As the audience of a broadcast.
• As a journey trigger (Contact enters segment) or branch condition (Contact is in segment).
• As the audience of an email outreach campaign.

Change or delete a segment

Click Edit on a segment to change its name or conditions, then Save changes. Because segments are worked out live, the change applies the next time something uses the segment — the next broadcast sent to it, the next time a journey checks it. Broadcasts that have already gone out are not affected.

Deleting a segment removes it from anything that targets it. The contacts themselves are untouched.

Where to go next

• Import contacts — bring in an existing list
• Labels — the difference between the two kinds
• Send a broadcast — send to a segment