Manage contacts in Messello: add, edit, merge, segment

Every time someone reaches out on any connected channel, Messello automatically creates a contact for them — so your CRM stays current without manual data entry. You manage all of them under Contacts at app.messello.com.

How contacts are created

When a new person messages you on WhatsApp, Instagram, email, live chat, or any other connected channel, Messello creates a contact using whatever identity the channel provides (phone number, email, social handle, or name). Their conversation attaches to that contact automatically, so nothing is lost.

Add a contact manually

1. Open Contacts in the left sidebar.
2. Click New contact.
3. Enter a name plus at least one identifier — email or phone number.
4. Save. You can start a conversation with them right away.

Edit contact details

1. Open any contact from the list or from a conversation's sidebar.
2. Click the field you want to change — name, email, phone, company, or location.
3. Changes save automatically and apply across every conversation with that person.

You can also add custom fields to capture data like plan or order ID. See custom attributes.

Merge duplicate contacts

Sometimes the same person reaches out from two channels and creates two contacts. Merge them so their full history lives in one place.

1. Open the contact you want to keep (the primary record).
2. Open the contact menu and choose Merge.
3. Search for and select the duplicate contact.
4. Confirm. Conversations, notes, and attributes move to the primary contact.

Merging is permanent, so double-check you've picked the right primary record before confirming.

Search and build segments

Use the search bar in Contacts to find anyone by name, email, or phone. To work with groups, apply filters on any attribute — for example, everyone on a Pro plan or contacts created this month.

1. Click Filter above the contact list.
2. Choose an attribute, an operator, and a value.
3. Save the result as a segment to reuse it later.

Segments update automatically as contacts match or stop matching the conditions, giving you live lists for outreach and reporting.

Tips

• Fill in email and phone on key contacts so future messages merge to the right record.
• Combine multiple filter conditions to build precise segments.
• Review your contact notes and history before replying to give a personal, informed response.