Method 1: Add via "Chats"

1. Go to Chats, click ➕ to start a new chat

2. Select the Channel to add the customer to

3. Select Individual Chat

4. Under Contact, choose:

   New Contact	Enter the first name, last name, and WhatsApp number (select the country code first)
   Existing Contact	Select an existing customer from your customer list to create a new chat for them on another channel

   
   

5. Click Create. This creates the customer and automatically opens a chat, so you can start messaging right away.

   

   
   

Method 2: Add via "Customers"

1. Go to Customers, click ➕ Add in the top right

2. In the pop-up, enter:

   • First name

   • Last name

   • WhatsApp number

3. Click Create. The new customer appears immediately in your customer list

• This method only adds the customer; it does not create a chat. If you want to message the customer, you'll need to use Broadcast.

Note: After a customer is added, the default fields include first name, last name, birthday, gender, membership points, address, and company.

• Besides the default fields, you can also add custom fields via Settings → Customer Custom Fields.

Bulk Import Customer Contacts

Always export the latest Excel template from your account before editing it — don't use an old file or a self-made format, to make sure your data imports correctly.

Step 1: Download the import template

1. Go to Customers, click Export in the top right

   • If you don't see the Export button, this may be related to your account permissions. Please check Additional Control Options.

     

     
     

2. From the dropdown, select the template you need

   Template	Purpose
   Customer Info	Creates customer contacts only
   Customer Label	Creates customer contacts, chats, and labels at the same time, and can also assign the responsible agent. The Channel, Type, and Contact (with country code) columns in the template cannot be left blank

   For the full details on managing customer labels (creating, editing, segmenting, etc.), see Customer Label Management & Segmentation.
   
   

3. Wait for the file to generate, then click Download.

Step 2: Fill in the Excel template

Rules:

• Don't edit the header Row (Row 1)

  • If this is your first import (no existing customers yet), start entering data from Row 2

  • If your account already has existing customers, the exported template will include their data — don't delete these existing rows; just add new customers below them

• Don't change the original column order or formatting

  

  
  

  Column	Description
  ID	Corresponds to the iSlash customer ID. Leave blank for new contacts; keep the existing ID when updating an existing customer
  First Name	Customer's first name
  Last Name	Customer's last name
  WhatsApp Contacts	Country code plus phone number, with no spaces or special characters. Example: 85298765432 (852 is Hong Kong's country code, 98765432 is the phone number). Make sure there are no duplicate phone numbers in the file.

  
  Note: If a WhatsApp number matches an existing customer but the ID field is left blank, the existing customer record will be marked "Out of Service", and a new customer record will be created.

Step 3: Upload and Import

1. Go to Import, click Customer Info/Excel

   • Select the option that matches your Excel file type — if you exported Customer Info, select Customer Info when importing;

   • if you exported Customer Label, select Customer Label when importing

2. In the Import Customer Info pop-up, click Choose file and select your completed Excel file

3. Click Import

   

4. Once processing is complete, an Import Status window will pop up showing Completed, along with three numbers:

• Created: number of new customers

• Updated: number of updated customers

• Error: number of errors. If there are errors, the reason will be shown below