Contacts
The unified contacts directory and how it links to clients and conversations.
The Contacts tab is one tidy directory of everyone your business has spoken to or messaged. It pulls together your CRM clients and any WhatsApp number you have chatted with, shows you their history at a glance, and lets you start a conversation with anyone in one click.
Find it in the Messages page, next to your inbox.
What the Contacts list shows
Every person appears as a single row with their name (or phone number if you do not have a name yet) and a quick summary of their history:
- Phone number, used as the unique key for each contact.
- Calls, the total number of voice calls from this number.
- Bookings, the total number of bookings linked to them.
- Last active, when they last called or messaged.
- A status badge when a chat is open, showing Active or an unread count like 2 unread.
The header above the list keeps a running tally: total contacts, how many have active chats, and how many were active this week.
Where contacts come from
You do not build this list by hand. A contact is added automatically the first time someone calls your voice agent or messages you on WhatsApp. You can also import a list yourself, or start a chat with a new number.
How contacts link to clients
A contact and a client are the same person seen from two angles. Contacts are the union of two things:
- Clients from your CRM, who bring the rich history (calls, bookings, name).
- Conversation-only numbers, people you have messaged who do not have a client record yet.
When you start a conversation with a number that has no client record, MAZZA creates one for you in the background. This is how a fresh WhatsApp chat ties straight into your CRM, so calls, chats, and bookings for the same phone number all sit under one person.
Start a new conversation
You can message anyone from the Contacts tab, whether they are already a contact or a brand-new number.
Message an existing contact
Find the person in the list, then click Message. If a chat is already open, the button reads Open chat and takes you straight to the thread.
Or message a new number
Click Message new number at the top right. Enter the phone number and an optional name.
MAZZA opens the thread
A conversation is found or created and you land in the inbox, ready to type. If the number was not a client yet, a client record is created too.
Type your first message
Nothing is sent until you write and send it yourself. Starting a chat only opens the thread.
The 24-hour window still applies
Starting a chat does not let you message freely. If the customer has not messaged you in the last 24 hours, your first message must use an approved template. See Templates and the 24-hour window.
Search and sort
Use the search box to filter by name or phone number as you type. Sort the list three ways:
| Field | Description |
|---|---|
| Recent | Most recent activity first. This is the default. |
| Name | Alphabetical by name, then by number. |
| Most calls | Busiest callers at the top. |
Import and export
Bring your existing contacts in, or take a copy out, from the buttons at the top of the tab.
Click Import to upload a file. MAZZA reads CSV files from Google
Contacts, Outlook, and plain spreadsheets, plus vCard .vcf files from
iCloud. It detects the format, previews the rows, and shows you which are
ready and which will be skipped before anything is saved. UAE numbers in
local formats (like 05x and 5x) are tidied up for you. You can import up to
5,000 contacts at a time. Imported contacts become clients in your CRM.
No phone number, no contact
Every contact needs a valid phone number, since that is what ties their calls, chats, and bookings together. Import rows without a usable number are skipped and listed for you to fix.
Frequently asked questions
Does starting a chat send a message?
No. It only opens the conversation thread. Nothing goes out until you type and send it yourself.
What if the contact already has an open chat?
The button reads Open chat instead of Message, and clicking it jumps you straight to the existing thread rather than starting a new one.
Will importing create duplicate clients?
No. Contacts are matched on phone number. If a number already exists, the import updates that client instead of adding a second one.
Why is someone in Contacts but not in my CRM clients list?
They are a conversation-only contact: you have messaged them, but no client record exists yet. Starting a chat or importing them creates the client record.
Last updated June 2026