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Every customer who has ever messaged your assistant through WhatsApp, Instagram, web chat, or any other channel is already part of your audience. The Audience page is where you manage these contacts, organize them into segments, and build the foundation for powerful broadcasts. Think about it: every person who reaches out to your business through any channel becomes a contact you can re-engage later. Send them product updates via WhatsApp, promotions via email, or announcements across multiple channels at once.
Your audience is the foundation for Broadcasts. Organize contacts into segments here, then use those segments to send targeted messages at scale.
Audience Overview
The Audience section in the sidebar has four pages: Contacts, Segments, Properties, and the Suppression List.

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Contacts

The Contacts page shows every person in your audience. Each contact displays:
  • Name and identifier: The contact’s name along with their email or phone number
  • Status: The contact’s subscription state (Subscribed / Unsubscribed / Blocked, plus an AI-replies-off indicator)
  • Segments: Any segments they belong to (shown as badges)
  • Channels: Icons showing which channels they’ve interacted through (web chat, WhatsApp, Telegram, etc.)
  • Created date: When the contact was first added
You can search for any contact by name using the search bar, filter your list by segment using the Filter by segment dropdown, or filter by subscription status using the status dropdown (All Contacts, Subscribed, Unsubscribed, Blocked, AI replies off).

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Adding Contacts

Click + Add Contacts in the top-right corner to see two options:
  • Add manually: Create a single contact by entering their details
  • Import Contacts: Bulk import contacts from a CSV, Excel, Numbers or OpenDocument file

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Add Manually

To add a single contact:
1

Click + Add Contacts, then Add manually

A dialog opens with fields for the contact’s information.
2

Enter contact details

Fill in the following fields:
  • Full Name (Optional): The contact’s display name
  • Email (Optional): Their email address
  • Phone (Optional): Their phone number with country code selector
At least one of Email or Phone is required.
3

Assign to segments (optional)

Use the Segments dropdown to assign this contact to one or more segments. You can search and select from your existing segments.
4

Click Add Contact

The contact is created and appears in your contacts list immediately.
Add Contact Manually Button
Add Contact Manually

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Import Contacts

Import Contacts Button
To import contacts in bulk from a spreadsheet:
1

Click + Add Contacts, then Import Contacts

The import page opens with a file upload area.
2

Upload your file

Drag and drop a .csv, .xlsx, .xls, .numbers, or .ods file into the upload area, or click to browse. The first row of your file should contain column headers (like “Full Name”, “Email”, “Phone”). A file can be up to 50 MB, and one import creates or updates up to 50,000 contacts; split a bigger list into several files.
Click Download sample CSV at the bottom to get a template file with the correct format.
Import Contacts
3

Map your columns

After uploading, Invent shows a mapping table with three columns:For each column, choose a mapping:
  • Do not import: Skip this column entirely
  • Full Name: Map to the contact’s full name
  • First Name: Map to the contact’s first name
  • Last Name: Map to the contact’s last name
  • Email: Map to the contact’s email address
  • Phone: Map to the contact’s phone number
At least one of Email or Phone must be mapped to continue. Name is optional.
If the Phone column contains numbers without a + prefix, a country selector appears above the table. Those numbers are read as national numbers of that country and get its dial code; numbers that already start with + are left as they are.
Map Columns
4

Review your contacts

Click Review Import to see a preview table of all the contacts that will be imported. Verify the data looks correct before proceeding.Above the table, Import to segment (Optional) lets you pick one or more segments for every imported contact, or create a new one from the same field. Skip it to import the contacts without a segment.Rows are tagged so you can see what will happen to each one. Use the chips above the table to filter to Valid, Merged, or Invalid.A common mistake is a + in front of a national number, with no dial code after it. When invalid numbers look like that for the country you picked, the warning banner offers Fix and revalidate: one click adds the dial code and checks the rows again.
If the same email or phone appears on more than one row, those rows are merged into a single contact and tagged Merged. The first row for that person wins, so put the values you want to keep on its first occurrence.
Review and Import
5

Confirm and import

Click Import Contacts. A confirmation dialog appears asking you to confirm that you have obtained appropriate consent to send messages to these contacts in compliance with applicable laws and regulations.Click Import Contacts to confirm, and your contacts are added to the audience.
Once the import completes, you’ll see a success message confirming how many contacts were imported (e.g., “3 contacts imported successfully”).

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Contact Profile

Click on any contact in the list to open their profile panel on the right side. The panel is organized into three tabs across the top: Contact, Files, and Activity.

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Contact tab

The Contact tab shows everything Invent knows about this person, in order: Segments The segments this contact belongs to. You can add or remove segments directly from here by clicking the segment dropdown. Remove a segment by clicking the x next to its name. Profile Detailed contact information including:
  • Name: The contact’s display name (click the pencil icon to edit)
  • Username: The contact’s handle on channels that provide one (e.g. Telegram, Instagram), shown as @handle
  • Country: Detected country with flag
  • Phone: Phone number with channel icon (e.g., WhatsApp)
  • Link: Direct link to message them (e.g., a wa.me link for WhatsApp contacts)
Properties The values of your custom contact properties (e.g., a loyalty tier or a marketing opt-in), editable inline. Memories Facts your assistants have remembered about this contact from their conversations. When there are none, Invent shows “Generated memories will appear here.” Files A preview of files shared in this contact’s chats and notes. The full list lives in the Files tab. Conversations A history of all conversations this contact has had with your assistants. Each row shows a status icon, the conversation title, and the time it was last updated. Broadcasts A list of all broadcasts this contact has received, along with their engagement status (e.g., “Opened”) and the broadcast name.

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Files tab

The Files tab aggregates every file shared with this contact across chats and notes. When there are none, it shows “Files from chats and notes will appear here.”

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Activity tab

The Activity tab is a chronological timeline of what has happened to this contact: segment assignments and moves, comments, file uploads, property edits, and moderation events such as block/unblock, unsubscribe/resubscribe, and AI replies being turned on or off.

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Contact actions

Click Message under the contact’s name to start a conversation with them on WhatsApp or SMS. You can also open the menu next to one of their phone numbers or emails and pick Message. Click the three-dot menu at the top of the contact profile for additional actions:
  • Turn AI replies on/off: Stop or resume your assistants replying to this contact automatically.
  • Unsubscribe / Resubscribe: Unsubscribing stops marketing emails and broadcasts; the contact can still message you and get replies. Resubscribing resumes them.
  • Block / Unblock: Blocking stops new messages from this contact being stored. This does not block them on external channels like WhatsApp or Instagram. Unblocking starts accepting their messages again.
  • Delete: Permanently remove the contact.
Turning AI replies on/off, unsubscribing, and blocking are available to contacts managers. These moderation and consent controls matter for GDPR and marketing-consent workflows.

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Contact page

For more room, open the contact as a full page: click the arrow icon (Open in full page) in the panel header, or ⌘/Ctrl-click or middle-click a row in the contacts list to open it in a new tab.
The full contact page with the profile on the left and the history tabs
The page keeps the profile in a left sidebar (segments, channels, and properties, with the same three-dot menu of actions in the page header) and puts the history in tabs: Activity, Conversations, Broadcasts, Files, and Memories. The last four show a count in the tab and list every item, with a Load More button at the bottom, instead of the preview the panel shows.

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Segments

Segments let you group contacts together for easy targeting. Instead of broadcasting to your entire audience, you can send messages to specific groups, like “VIP Customers”, “Newsletter Subscribers”, or “Beta Testers”.
Segments List
See the Segments guide for creating, managing, and filling segments.

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Properties

Properties are custom fields stored on every contact: a size preference, a loyalty tier, a renewal date. Define them once and they appear on every contact profile, ready to be filled manually, via the API, or automatically by your assistants. See the Properties guide for the available types and how to manage them.

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Suppression List

The suppression list is your workspace’s do-not-contact list, keyed by email address and phone number. Bounces, spam complaints and unsubscribes land there automatically, and nothing on it receives a broadcast or an automated message again. See the Suppression List guide for what it blocks, how to add entries, and how to import a list from another tool.

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Best Practices

  1. Create segments early: Set up segments like “Promotions”, “Product Updates”, and “VIP” before you start broadcasting. This makes targeting much easier later
  2. Capture data with properties: Define properties for the contact data your business cares about, and let assistants keep them up to date
  3. Keep your audience clean: Regularly review and remove contacts who are no longer relevant
  4. Combine with broadcasts: Segments are most powerful when used with broadcasts to send targeted messages to the right people at the right time

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Next Steps

Segments

Group contacts for targeted broadcasts

Properties

Store custom data on every contact

Broadcasts

Send targeted messages to your audience via WhatsApp and more

Inbox

Manage all customer conversations in one unified space