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Text Request Contacts: Everything You Need to Know

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You've got to have contacts to text anyone, and you’ll need a way to organize, filter, and make updates to those contacts as you grow your lists. We created one convenient space for you to do all of this (and more!), in the Contacts menu of your Text Request dashboard.

This guide breaks down everything you need to know about managing contacts in Text Request, including these most popular questions:

We’ll cover a lot, but if you know what you’re looking for, use the table of contents below.


Table of Contents

1. Contacts Overview

2. Individual Contacts

a. How do you add individual contacts?

b. How do you edit individual contacts?

c. How do you message individual contacts?

d. How do you delete an individual contact?

e. How do you import contacts?

f. How do you filter contacts?

g. How do you export individual contacts?

h. Details Tab

i. Stats Tab

3. Group Contacts

a. How do you create a group?

b. How do you add an individual contact to an existing group?

c. How do you import multiple contacts into a group?

d. How do you export group contacts?

e. How do you remove contacts from a group?

f. How do you view a group message’s stats?

g. How do you send a message to a group?

h. How do you delete a group?

i. Group Details Tab

j. Group Members Tab

4. Manage Tab

a. How do you create and use contact tags?

b. How do you create and use custom fields?

c. How do you use and view import history reports?

5. Useful Features

a. Groups

b. Custom Fields

c. Contact Tags

d. Contact Statuses

e. Filters


1. Contacts Overview

Each dashboard (or individual number from which you text) comes with its own Contacts tab. You can have multiple dashboards under one account, but adding or editing contacts in one dashboard will not affect contacts in another.

There are three core parts to the Contacts tab:

1. All Contacts Tab: View stats, filter contacts, and edit contact details.

2. Group Contacts Tab: Create and edit groups, plus view group message stats.

3. Manage Tab: Assign contact tags, edit custom contact fields, and see your contact import history.

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2. Individual Contacts

Your individual contacts will appear as a long list of numbers, followed by their individual display names, last date of contact, and current status. Above your list of contacts will be a search bar to quickly look up contacts by name or number.

You also have the option to add and import contacts in this tab.

Selecting a contact's phone number will open a modal so you can view or edit information about that contact. This modal has two sections, Details and Stats.


a. How do you add individual contacts?

1. Go to the Contacts Menu of your dashboard.

2. Under View Contacts, select the Add Contact option.

3. A tab will appear asking you to enter the individual’s phone number. Entering the phone number creates the contact. Then you can edit the contact’s details (more on that below).

Contacts are also automatically added when you send or receive a message from them for the first time.

b. How do you edit individual contacts?

To edit a contact’s name, group membership, tags, or any other information in their Details section, select on their phone number. You can do this directly in the Contacts Menu, and anywhere else a phone number is shown (like in your Groups or individual messages).

The contact’s Details tab will open and allow you to edit:

  • Name (including first, last, and display)
  • Contact tags
  • Custom fields
  • Group membership
  • Contact status
  • Notes

The only thing you cannot edit about a contact is their phone number. Phone numbers are unique identifiers in Text Request, and cannot be changed.
If you need to update a contact’s phone number, you can Archive the current contact, and create a new contact using the updated phone number. You can only choose to delete an incorrect number if it has no message history.

c. How do you message individual contacts?

There are two ways you can message contacts from your contacts list. The first is by selecting the message bubble next to a contact’s status icon.

Selecting the two-speech-bubbles icon will open up the contact’s message thread, where you can send a message and view message history. The single speech bubble icon will open the tab to send the contact a new message.

The second way you can send a message to a contact is by selecting their number, opening their Details tab, and selecting either “Go to Thread” or “Send Message.”

d. How do you delete an individual contact?

Contacts in Text Request cannot be deleted unless they have no prior message history (for compliance reasons). Deleting a contact is useful if you added a number that is either invalid, disconnected, or a landline number that you could not previously send a message to.

You can delete a contact by selecting its number, then selecting “Delete Contact” in their Details tab.

If you have a contact with existing message history that you’d no longer like to message, you can Archive it. Archived contacts will be removed from auto-fill suggestions and the conversations menu. You will not see them unless you send them a message later, or choose to view Archived Contacts in your contact filter. Archived contacts are automatically activated if a message is sent to or received from them

e. How do you import contacts?

1. Go to the Contact Menu of your dashboard.

2. Under View Contacts, select Import. A tab will open and prompt you to choose between:

Quick Import — An option where you import only phone numbers.

Detailed Import — An import option that allows you to attach data and custom fields to your contacts.

You will be able to view a report of your import in the Manage tab once it is completed.

f. How do you filter contacts?

Sometimes you only want to view or export a certain set of contacts. In the View Contacts section of your Contacts Menu is a Filter My List toolbar.
Select and expand the Filter My List toolbar’s categories to select contacts by any of their statuses, groups, or tags. Then select Apply Filters to activate the search. You can select the Reset Filters option to set your contacts back to its default view.

g. How do you export individual contacts?

Only selected or filtered contacts can be exported. If you choose to “select all” only the contacts on the page of your Contact List you’re viewing will be exported. It is not possible to select contacts across pages, which is why you can filter the contacts that appear on a page.

h. Details Tab

The Details tab holds all the basic information pertaining to a contact, including:

First, Last, and Display Name: In addition to the contact’s first and last name, you’ll also have the option to pick a display or preferred nickname This display name can give context to who the contact is. (For example, if your contact is in home service business, they may have a display name like “Keaton - 100 Georgetown Dr, 39845.”)

Status: Shows whether the contact is active, archived, blocked, or another status.

Custom Fields: Allows you to add custom details for each contact, like address or birthday.

Contact Tags: Shows who's responsible for the contact.

Group Membership: The groups the contact currently belongs to.

Notes: Any additional information you’d like to include about the contact.

Whenever you add a new contact you’ll be able to enter these details, and you can edit a contact’s details at any time.

This tab also gives you the option to go to the contact’s message thread, send them a message, or delete their contact.

i. Stats Tab

The Stats tab holds all the quantitative information pertaining to a contact, including:

  • First date of contact
  • Last date of contact
  • Number of messages sent
  • Number of messages received
  • Response rate
  • Average response time

A “response” counts as any text a contact sends in response to a message you sent within a 24 hour period. Their reply only counts toward the last message you sent—so if you send multiple messages, and the contact only replies to the last one, the other messages aren't counted toward your response rate.

It's also worth noting that some of your messages will have naturally low response rates. For example, if you text your contacts "Hey all, just wanted to let you know we'll be closed for Memorial Day," you're most likely not going to get a high response rate for that message.

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3. Group Contacts

All of your groups will be under the View Groups tab of your contacts menu. By default they’re listed in alphabetical order, showing:

  • Group name
  • Last contacted date
  • Last edited date
  • Date created
  • A chat bubble to send this group a new message

The default view is as a list, but you can switch your view to show contact groups in blocks, similar to Text Request’s default message view. Just select the blocks icon to change it, or the list icon to switch it back.

You might add dozens of groups over time, and there is also a search bar you can use to search the different groups you add.

Selecting a group’s name will open a page with all the available information about that group. That page has three sections, Details and Members.

a. How do you create a group?

1. Go to the Contacts Menu of your dashboard.

2. Select View Groups.

3. Select Add Group.

4. Choose a name for your group in the modal that opens.

5. From there you can add individual contacts by searching their name or number, or import a new list of contacts.

b. How do you add an individual contact to an existing group?

There are two different ways. The first is from the Contacts Menu of your dashboard:

1. Select View Groups.

2. Select the group you want to add a member to.

3. Go to the Members tab of that group.

4. Select Add Contact.

5. From there you will be given the option to either search for an existing contact to add, or the option to create a new contact that’s added to the group.

When you add a completely new contact to a group, that contact will also automatically be added to your Contact List tab.

You can also add an individual contact to a group from anywhere else in Text Request:

1. Select the contact’s name or number to open that contact’s details.

2. Select on Group Membership.

3. Select the dropdown.

4. Select as many groups as you want.

5. Select Add.

6. Select Save Edits.

c. How do you import multiple contacts into a group?

1. Go to the Contacts Menu of your dashboard.

2. Select View Groups.

3. Select the group you want to import contacts into.

4. Go to the Members tab inside that group.

5. Select Import List.

From there a second modal will open up and prompt you to choose between:

Quick Import — An import option where you upload numbers.

Detailed Import — An import option that allows you to include data and custom fields to your contacts.

d. How do you export group contacts?

1. Go to the Contacts Menu of your dashboard.

2. Select View Groups.

3. Select the group you want to export contacts from.

4. Go to the Members tab of that group.

5. Choose any filters you may want to add using the Filter toolbar

6. Select Export List. Contacts will export as a .CSV list.

e. How do you remove contacts from a group?

There are two ways. The first is from the Contacts Menu of your dashboard:

1. Select View Groups.

2. Select the group you want to remove a contact from.

3. Go to the Members tab of that group.

4. Use the search bar or filter tool to find the contact you wish to remove from the group.

5. Select the trash bin icon to the far right of their number.

You can also remove contacts from a group from anywhere else in Text Request:

1. Select on the contact’s name or phone number to open that contact’s details.

2. Select on Group Membership.

3. Select the ‘X’ next to any group to remove this contact from that group.

4. Select Save Edits.

f. How do you view a group message’s stats?

1. Go to the Messages section of your dashboard.

2. Select Group Messages.

3. Select on the message you want to see stats for. Message progress, analytics, and other details will appear.

g. How do you send a message to a group?

There are two ways. The first is from the Contacts Menu of your dashboard:

1. Select View Groups.

2. Select the group you want to send a message to.

3. Select Send Group Message in the Details tab of that group.

4. Complete your group message as detailed on our Group Messages page.

You can also send a message to a group from the Group Messages section of your dashboard:

1. Select New Group Message

2. Select the group(s) you wish to message from the dropdown.

3. Complete your group message as detailed on our Group Messages page.

h. How do you delete a group?

1. Go to the Contacts section of your dashboard.

2. Select View Groups

3. Select the trash bin icon on the group you wish to delete.

4. Confirm that you want to delete the group.

You can also delete the group from inside the group details screen.

i. Group Details Tab

The Details tab holds all the basic information pertaining to a group, including:

  • The group’s name
  • Eligible recipients in the group (or the number of contacts in the group who have not been suppressed or opted out)
  • Group creation date
  • Last date the group was edited
  • Last date the group was contacted

You’ll be able to edit these details whenever you add a new group, or anytime in the future. This page will also give you the option to send the group a message or delete the group.

j. Group Members Tab

This page lists every contact in the group the same way the Individual Contacts tab lists all your contacts. This section also allows you to add contacts to the group, as well as import and export contacts to and from the group.

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4. Manage Tab

This is where you’ll manage your contact tags and custom contact fields, as well as where you’ll find contact import and export history.

a. How do you create and edit contact tags?

Contact Tags help you categorize contacts and give you another way to filter them. For instance you might create contact tags to organize which rep is working with that contact, or which stage of the sales funnel they fit into.

 

To create a new Contact Tag:

1. Go to the Contacts Menu of your dashboard.

2. Under Manage, select Contact Tags.

3. Select + New Contact Tag.

4. Name your tag and assign a color (for easy identification and filtering).

5. Select Add Tag.

You can edit a tag’s name and color anytime by moving your mouse over it and selecting the pencil icon. Any edits you make to a tag will automatically update across the rest of your dashboard.

You can edit an existing contact’s tags by opening its contact Details tab from the Contacts section of your dashboard, or anywhere else that contact is shown. Just:

1. Select on the contact’s phone number or name to open its Details.

2. Select Contact Tags.

3. Select tags from the dropdown.

4. Select Add.

5. Select Save Edits.

6. To remove a contact tag, select the “X” next to the tag, then select Save Edits.

Contacts can have multiple tags.

b. How do you create and edit custom fields?

Custom fields allow you to save general facts about your contact to help you better remember your contact on a more individual basis. Your custom fields can be added and deleted.

To create a new custom field category:

1. Go to the Contacts Menu of your dashboard.

2. Under Manage, select Custom Fields.

3. Select + New Custom Field.

You can edit custom fields categories by moving your mouse over it and selecting the pencil icon.

Any changes you make to a category's name will automatically be made across all of your contacts, so be sure to update their information accordingly. For example, if you change a custom field category name from “Favorite Color” to “First Job,” the custom fields who you entered favorite colors for will still have that information in that slot.

You can edit an individual contact’s custom field at any time from anywhere in Text Request that shows contacts.

1. Select on the contact’s phone number or name to open its Details.

2. Select Custom Fields.

3. Type your note in the appropriate field.

4. Select Save Edits.

c. How do you use and view import history reports?

Import histories help you determine how many textable contacts were in a list you recently imported. You can view your import histories by:

1. Going to the Contacts Menu of your dashboard.

2. Under the Manage tab, select Import History.

Each report will be listed by the date it was imported and the number of contacts in the list.

Selecting the magnifying glass next to the import will show you how many new contacts were created from it, how many numbers already existed in your dashboard, and how many of the contacts are on a do not contact list.

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5 . Contact Features and Statuses

There are different tools and features in your Contacts Menu that can help you organize your numbers. Some of them flow into other parts of Text Request, like your messages and contact Details screens. Here's a quick overview of how you can use them.

a. Groups

Groups are a saved collection, or list, of contacts you can use to send targeted messages to. You can create as many groups as you want, and each group can hold as many contacts as you’d like. 

b. Custom Fields

Custom fields allow you to save general facts about your contact, like their birthday or favorite sports team, to help you better remember your contact on a more individual basis. You can create as many custom fields as you want. 

c. Contact Tags

Tags are labels that you can attach to individual contacts to keep up with things like, who in your office was communicating with them or where they fall in your sales cycle. They are useful for filtering and identifying specific kinds of conversations. 

d. Contact Statuses

Contacts can have different statuses that change how they appear in your account and how you communicate with them. Some statuses can be changed manually, while some are changed automatically.

What are the different statuses your contacts can have?

Every contact in your Contact List will always have an Active or Archived status.

An Active status is the default status for all contacts. When a contact is Active:

  • You can message them.
  • They can message you.
  • Any conversations with that contact will appear in your Messages.
  • The contact will automatically be included in any report you generate (more on generating reports and their uses, lower.)

Active contacts will also always have a green check-mark icon in the status section of your Contacts list.

An Archived status is a status you can manually switch a contact to when you no longer wish to message that number, see its conversations in your Messages, or include its information in reports.

Your contact will also automatically switch to an Archived status when the contact chooses to opt out of (or stop receiving) your messages. Archived contacts will have a blue bin icon in the status section of your Contacts list.



In addition to these two main statuses, contacts can also be Opted Out, Suppressed, or Blocked.

Opted Out: Contacts who choose to opt out are contacts that no longer want to receive messages from you. A contact can choose to opt out of your messages by texting certain keywords to you, including: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT.

Once a contact sends one of those keywords, your dashboard will no longer be able to deliver any messages to them. Your dashboard will also not be able to undo this action, which keeps your account and business compliant.

If your contact ever wishes to opt back in to your messages, they can text START, YES, or UNSTOP to do so.

Opted out numbers will have a red dot above their Active or Archived status

Suppressed: Suppressed contacts are numbers that Text Request discovers are either invalid, disconnected, or landline numbers that are not able to receive your messages. Text Request suppresses these numbers so you aren’t charged for texts we know no one is reading.

You can also manually suppress a contact if they are someone who is responding negatively or aggressively to your texts, but hasn’t chosen to opt out of them yet. This ensures that you aren’t wasting your usage on contacts who you know aren’t your target audience. You can unsuppress a contact if you like.

Suppressed numbers will have a red dot above their Active or Archived status. These are numbers that will most likely have no message history and can thus be deleted.

Blocked: You can choose to manually block a contact, for instance if they continuously send you unwanted or inappropriate texts. Blocking is different from manually suppressing a contact. Blocking a contact prevents you from receiving future messages from the contact

Blocked numbers will also have a red dot above their Active or Archived status.

e. Filters

Filters allow you to sort your contacts by status, group, and tags. You can apply as many as you want to create and export lists of contacts. 

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