Early access. These guides cover the current product build. Access and connected-channel availability depend on your organization's setup. Public Instagram messaging access is not available yet.

Manage contacts and business facts

Find contacts, maintain tags and fields, and save Knowledge facts.

Find the right person

1. Open Contacts in the selected workspace.
2. Where contact discovery is enabled, apply the available search and filters, then open the matching contact. A saved display name or handle helps identify the record; similar names are not proof that two records are the same person.
3. Review the contact timeline and What your Plays saved before changing anything. Email and phone details collected by a Play are supplied information, not verified ownership.

Read the inbox explains contact discovery, conversation history, and the exact tag and field controls.

Organize your contacts

Use Manage tags from Contacts to maintain the workspace's tag names. On a contact, add or remove available tags and maintain custom text fields where enabled. Owners, admins and editors can make eligible changes; a viewer can read. Tags organize a record and do not send messages or establish marketing permission.

If another teammate changes a record while you edit, check the current saved values and review your draft against them. If a save is uncertain, use its saved-request check before sending the change again. A failed read is not evidence that a write failed.

Record email evidence separately

On the contact, Marketing email record stores evidence source, date and reference. Email address reports records team warnings about an address. Record only evidence you actually have. A saved permission state, removed manual block or audience preview does not override unsubscribe or provider restrictions. See Email before reviewing a send.

Maintain Knowledge

1. Open Knowledge and enter one business fact at a time, such as an opening time or service detail.
2. Save the fact. Up to 50 facts can be on in the workspace, with up to 500 Unicode characters per fact.
3. Review existing facts before switching them on or off, editing, or removing them. Optional search and On or Off browsing match saved text, not meaning.
4. If the fact changed during editing, refresh saved facts and review the latest version. For an uncertain save, use Check saved request. Only after a confirmed missing request can Retry same change repeat the original operation.

Knowledge references identify facts, not historical wording. Saving facts does not by itself enable knowledge-based answers or change an existing keyword reply. Check the current feature availability before promising an automated answer.

Review a customer-facing answer

In workspaces with the Facebook business conversation pilot enabled, an owner or admin can approve a question and answer for a specific channel. For example, a private staffing note might include both the opening time and the time staff arrive. Publish only the wording a customer should receive, such as “We open at 9 am on weekdays.”

1. Open Knowledge, choose the Facebook channel and select the saved fact.
2. Review the customer’s question and the exact answer. Check the channel before publishing.
3. Try a matching question in the playground. Then try a question the fact does not answer. The second example should need a person. Neither rehearsal contacts a customer.
4. When the underlying fact changes, review the new wording before publishing again. Withdraw an answer when the channel should stop using it.