Short answer:Contacts (Beta) lists everyone who commented on or wrote to one of your channels. replient.ai creates a contact automatically the first time a person comments or sends you a DM. You can search contacts, see their history, add tags, and delete them. There is no contact limit. Contacts are part of the Pro plan and higher.
Before you start
Plan:Contacts is available on Pro, Business and Enterprise, and during the free trial. On Lite, the entry does not appear in the sidebar.
Per brand: Every brand has its own contact list.
Open your contacts
In the sidebar, click Contacts (1). The card Total contacts (2) shows everyone, and DM subscribed (3) shows the people who have opted in to DMs. Click a card to filter the list. Use the search field (4) to find a person by name or ID. The table shows Name, Status (Subscribed or Unsubscribed), Platform, Tags and Date added. Click a row to open the contact.
What is a contact?
A contact is one person on one of your connected channels. If the same person comments on Instagram and on Facebook, you see two contacts, one for each channel.
Where do contacts come from?
What the person does | What happens |
Comments on a post (Facebook, Instagram, TikTok, LinkedIn or YouTube) | A contact is created. It shows as Unsubscribed because the person has not opted in to DMs. |
Sends you a DM, replies to your story or mentions you in a story | A contact is created or updated and shows as Subscribed. The contact page shows how they opted in: Direct DM, DM Campaign (they replied to a message from one of your automations, with the automation name), Story Mention or Story Reply. |
You send them a DM first | A contact is created without a DM opt-in. |
Answers a Collect email address or Collect phone number step of a DM automation | The email address or phone number is saved on the contact (E-Mail and Phone in the details). |
Name, username and ID come from the platform. Reviews on Google Reviews or the app stores do not create contacts.
What you see on a contact
Click a contact to open its page. At the top, Total comments and Total DMs show how much the person wrote to you.
Channels (1): the subscription status and the DM Opt-in details.
Details (2): first and last name, ID, username, E-Mail and Phone.
Tags (3): the tags of this contact. Click add to add a tag or create a new one.
Contact activity (4): what happened with this person, for example sent comments, messages sent, messages opened and links clicked.
Edit (5): mark the contact as subscribed or unsubscribed, or delete it.
Tags, subscriptions and bulk actions
Contact tags are separate from the tags on comments. If you delete a tag, replient.ai removes it from all contacts that carried it.
Select several contacts with the checkboxes and open Actions (1). The menu (2) offers Mark as Subscribed, Mark as Unsubscribed, Add Tag and Delete Selected. You can only mark contacts as subscribed that have opted in to DMs.
Is there a limit? Can I export contacts?
Limit: There is no limit on the number of contacts, on any plan.
Export: The Contacts page has no export button. To pass email addresses on to your email tool, use the Collect email address step with a webhook. See Can I collect emails and send them to my email marketing tool?.
How do I delete a contact?
Open the contact and click Edit → Delete Contact. Or select one or more contacts in the list, open Actions and click Delete Selected.
Confirm in the dialog. This cannot be undone.
⚠️ Important: Deleting a contact removes the contact record with its tags, notes, email address and phone number. Comments, conversations and messages stay in replient.ai. If the person comments or writes to you again, replient.ai creates a new contact.
Do you need all data about a person removed, for example after a data protection request? Contact us in the chat and we will help.