Contacts Overview

Purpose

Contacts are the people your campaigns send to. SuperSend stores contacts at two levels — team and campaign — and each contact has a status that controls whether they're currently being sent to. This article explains how contacts work so you can manage your list effectively.

Two Levels of Contacts

Team-level contacts — a central database of all contacts across every campaign on your team. When you add someone to a campaign, they also exist at the team level. You can access team contacts from the Contacts section in the left sidebar.

Campaign-level contacts — the subset of team contacts assigned to a specific campaign. To view campaign contacts, open a campaign → click Contacts. Each contact's current position in the sequence and their campaign-specific status are tracked here.

The same person can be in multiple campaigns simultaneously. Each campaign tracks their status independently.

Key Contact Fields

The standard fields available on every contact:

• email — required. This is the contact's unique identifier in SuperSend.
• first_name, last_name
• title — job title
• company_name, company_url
• linkedin_url
• phone, twitter
• city, state, country
• Custom variables — you can add campaign-specific custom fields for personalization

Custom fields you define in a campaign's Contact Config (e.g., {{pain_point}}, {{recent_news}}) appear as additional contact properties on records in that campaign.

Contact Statuses in a Campaign

Each contact in a campaign has a status that tells you where they are in the outreach process:

You can manually pause, resume, or remove individual contacts by clicking on them in the campaign's Contacts tab.

Finding Contacts

In a campaign: Open the campaign → Contacts tab. You can search by name or email, and filter by status.

Team-wide search: Go to Contacts in the left sidebar. The team contacts view lets you search all contacts across all campaigns. From here you can see which campaigns a contact is in and their status in each.

Contact Eligibility Rules

Several campaign settings affect whether a contact is eligible to receive a send on any given day:

Skip Contacts In Other Campaigns (Campaign Settings → Sending Rules): If on, contacts that are active in any other campaign on the team are skipped.

Skip Incomplete Emails (Campaign Settings → Sending Rules): If on, contacts missing values for any template variable (like {{first_name}}) are skipped rather than sent a broken email.

Suppression List: Contacts on the team's suppression list are excluded from sends.

Blacklist (Campaign Settings → Blacklist): Individual email addresses or entire domains can be blacklisted at the campaign level. Blacklisted contacts won't receive sends from that campaign.

Adding Contacts to a Campaign

Three ways:

1. CSV upload — the most common for bulk lists. See Upload Contacts via CSV.
2. Single contact — add one contact at a time via the "Add Contact" button on the campaign's Contacts tab.
3. API — programmatic contact creation and campaign assignment via the SuperSend V2 API.

Managing List Quality

Good list quality directly impacts deliverability. SuperSend provides tools:

• Email Validation — validates whether email addresses are deliverable before sends. Costs credits. See Email Validation.
• Suppression Lists — globally prevent sending to certain contacts. See Create and Use Suppression Lists.
• Opt-Out Handling — contacts who unsubscribe are automatically excluded from all future sends (not just the current campaign).
• Bounce Handling — hard-bounced addresses are flagged and excluded automatically.

Expected Result

You understand how contacts are stored, what statuses mean, and how eligibility rules affect who receives sends.

Troubleshooting

• Issue: Contacts are in the campaign but the campaign isn't sending.

Fix: Check contact statuses — if all contacts are Paused, Completed, or Replied, there's no one eligible to send to.

• Issue: A contact shows up in the team contacts list but isn't in a campaign.

Fix: Being in the team contacts database doesn't add them to a campaign. You need to explicitly add contacts to each campaign via CSV upload or the single-contact form.

Related Articles

• Upload Contacts via CSV
• Create and Use Suppression Lists
• Campaign Not Sending Checklist

Updated on: 17/03/2026