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 (All Contacts) — a contact profile for each person on your team: one record per identity (email / LinkedIn / Twitter rules), shared across campaigns. Open Contacts in the left sidebar to see All Contacts. From here you can open Contact Details, edit profile fields (name, email, LinkedIn, etc.), manage profile labels, and use the Campaigns tab to see each campaign this person is in with per-campaign status (replied, bounced, unsubscribed, progress, and similar). Enrollments are listed newest first by when the person was added to each campaign.

Campaign-level contacts — the same person as an enrollment inside one campaign. Open a campaign → Contacts to change that campaign’s sequence position, finished/bounced/replied flags, custom variables defined for that campaign, and other enrollment-specific settings.

The same person can be in multiple campaigns simultaneously. All Contacts shows every campaign in the Campaigns tab; campaign → Contacts shows only that campaign’s enrollment row.

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 — campaign custom fields for personalization (defined in that campaign’s Contact Config)

Custom fields you define in a campaign's Contact Config (e.g., {{pain_point}}, {{recent_news}}) apply to enrollments in that campaign. Editing a person from All Contacts updates the profile only; you do not add new custom attributes to the profile from that screen, and you do not change per-campaign sequence or bounce/finished flags there — use Campaigns in Contact Details to review status per campaign, or open the contact inside the campaign to edit enrollment fields.

Contact labels (tags)

Global Settings → Labels on the Contacts page lists labels that can be used on contact profiles (types Contacts only or Contacts & Super Inbox). You can create new labels there; they are saved when you click Create. To change a label’s name, color, or where it applies, use Edit on that row and Save (you do not need to use the modal’s main Save button for labels).

Labels that are Super Inbox only are still created and managed from Inbox → Settings → Labels. Choosing Contacts & Super Inbox when creating a label lets you use the same tag in both places.

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 → All Contacts. Search and open Contact Details → Campaigns to see every campaign and per-campaign status; use Edit Contact for profile fields only.

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: 03/04/2026