Contacts & Chat
Contacts & Chat
Everything you need to manage contacts, configure channels, start conversations, and run campaigns.
Contacts
How do I import contacts?
Go to the Contacts page and click "Import." Upload a CSV file with your contacts' information. Map the CSV columns to Chatfully's contact fields (name, phone, email, etc.), then confirm the import. Your contacts will appear in the Contacts page within moments.
How do I add a contact individually?
On the Contacts page, click "New Contact" and fill in the contact's details. At minimum, add a name and phone number or email. Click "Save" and the contact is immediately available to message.
How do I use tags and segments?
Tags are labels you apply to individual contacts to categorize them (e.g., "Hot Lead," "VIP," "2024 Customer"). Segments are saved filter groups based on contact attributes. Use both to quickly identify and message specific groups of contacts without re-filtering each time.
How do I qualify a contact?
Open a contact's profile from the Contacts page or directly from the Chats sidebar. Update their status (e.g., Qualified, Unqualified), add notes, and edit any profile field. Changes save automatically.
Channels
Can I text from my existing business landline or toll-free number?
Yes. Chatfully can text-enable your existing landline or toll-free number. Go to Settings > Channels > SMS and select "Text-enable existing number." Note: VoIP numbers (like Google Voice) cannot be text-enabled; a traditional landline or toll-free number is required.
Can I port my number to Chatfully?
Yes, number porting is supported. Contact our team at help@chatfully.io to initiate a port request. The process typically takes 3–5 business days depending on your current carrier.
How do I add a web chat widget to my website?
Go to Settings > Channels > Web Chat and create a new widget. Copy the generated embed code and paste it into the <head> or before the closing </body> tag of your website. The widget will appear on your site immediately. For Squarespace, use the Code Injection feature under Settings > Advanced.
How do I connect Facebook Messenger?
Go to Settings > Channels > Facebook Messenger and click "Connect." You'll be prompted to log in to Facebook and authorize Chatfully to access your business page's messages. Once connected, all Messenger conversations will appear in your Chatfully inbox.
Chats
How do I start a new chat?
Go to the Chats page and click "New Chat." Search for an existing contact by name, phone, or email. Select the contact, choose your channel (SMS, web chat, etc.), type your message, and hit send.
How do consumers contact my business?
Depending on which channels you've connected, consumers can reach you by: texting your SMS number, using the web chat widget on your website, or messaging your Facebook page via Messenger. All inbound messages appear in your team inbox automatically.
Mass Messaging
How do I create a 2-way campaign?
Go to Campaigns and click "New Campaign." Select your contacts (by segment, tag, or manual selection), choose your channel, write your message (you can use personalization variables like {{first_name}}), and schedule or send immediately. Replies from recipients will appear in your Chats inbox for your team to respond to.
What compliance rules apply to campaigns?
All SMS campaigns must comply with TCPA and 10DLC regulations. You must have explicit opt-in consent from contacts before texting them. Always include a way to opt out (e.g., "Reply STOP to unsubscribe"). Chatfully automatically handles opt-out management for you.
