RateUp Documentation

Day-to-day work with the contact list: getting people in, finding them again, and keeping the data clean.

Where Contacts Come From

Source	How
Inbound message	Anyone who messages you becomes a contact automatically
Manual entry	Added by an agent, including from the Inbox toolbar
Import	A CSV or spreadsheet upload
Web forms	Someone submitting a form
Integrations	Synced from a connected platform

Adding a Contact

Add a contact from the contacts list, or start a conversation directly from the Inbox toolbar. Either way you provide the name, phone number, and any other fields you need.

Adding a contact does not open a messaging window. If they have never written to you, your first message must be an approved template.

Searching and Filtering

Search by name, phone number or email.

Filter contacts narrows the list by the ways you have organised them — labels, groups, lifecycle stage, source and custom field values.

Combine them the way you would build a segment: lifecycle = Customer and label = VIP is the list you would send a loyalty offer to.

Importing

Click Import.

Click Download Demo Csv File and match your data to its columns. This is the single biggest cause of failed imports.

Select your file. CSV, XLSX and ODS are accepted — you will be told "Please select a CSV file to import" if nothing is chosen.

Decide whether to update the existing data while importing:

On — existing contacts are updated with the new values
Off — existing contacts are left as they are

Run the import.

Import with update on overwrites what is already there. If your file has blank cells, you can wipe good data with them. Test with a handful of rows before importing thousands.

Before importing

Check phone numbers include the country code
Remove duplicates in the file itself — importing them creates duplicate contacts
Confirm you have consent for everyone in the list

Exporting

Export the current, filtered list. Filter first, then export — it is far easier than trimming a spreadsheet afterwards.

Exports contain personal data. Treat the file accordingly and delete it when you are done.

Bulk Actions

Select several contacts to act on them together:

Action	Use
Add to Group	Build a campaign audience
Apply Label	Tag a set of people at once
Delete	Remove contacts permanently

Deleting a Contact

Delete contact removes the person from your database.

Deleting is permanent and takes their conversation history with them. If someone asks not to be contacted, withdrawing consent is usually the right answer — deletion is for data-removal requests.

Keeping the Database Clean

Import carefully; most bad data arrives in bulk
Use lifecycle stages so stale leads are visible rather than hidden
Review contacts with repeated message failures — see Message Analytics
Agree naming conventions for labels before everyone invents their own

Managing Contacts