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# Contacts Overview

# 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), 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`
- `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:

| Status | What it means |
|---|---|
| **Active** | In the sequence and eligible to receive sends |
| **Queued** | Ready but waiting for the next send window |
| **Paused** | Manually paused — holds position in sequence, no sends until resumed |
| **Replied** | Has replied to a campaign email. Whether the sequence continues depends on campaign settings |
| **Opted Out** | Clicked the unsubscribe link. No further sends, ever |
| **Completed** | Has gone through every step in the sequence |
| **Bounced** | Email bounced (hard bounce). No further sends to this address |
| **Failed** | Error state — check the contact's events for details |

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. Use the **Has Sent Email** filter to find contacts that have never been emailed in this campaign (set to **false**) or contacts that have received at least one email (set to **true**). Sort by **Last Activity (Recent)** to see contacts with the most recent email events first, or by **Current Step** to group contacts by their position in the sequence. The **Current Step** column also shows how long each contact has been on their current step (e.g. "3 days in step"). After performing bulk actions (pause, finish, move to step, etc.), a banner shows how many contacts were affected with a link to re-select them.

**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. Use the **Import / upload** filter to show only contacts from a specific CSV import (includes / excludes), for example when you uploaded separate send and exclude lists.

## 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

Common paths:

1. **CSV upload** — the most common for bulk lists. See [Upload Contacts via CSV](https://help.supersend.io/en/article/upload-contacts-via-csv-rom2na/).
2. **Apollo** — import from an Apollo.io list (team profiles and/or a campaign). See [Import Contacts from Apollo](https://help.supersend.io/en/article/import-contacts-from-apollo-1bbns6y/).
3. **Contact import webhooks** — team-scoped HTTPS URLs that accept **POST** JSON. Open **All Contacts**, click **Add Contact**, choose **Import via Webhook**, then create a webhook, send a test **POST**, and **Map Fields**. See [Contact Import Webhooks](https://help.supersend.io/en/article/contact-import-webhooks-1cj7ef6/).
4. **Single contact** — add one contact at a time via **Add Contact** → **Add Single Contact** (from the contacts or campaign Contacts tab).
5. **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](https://help.supersend.io/en/article/email-validation-in-supersend-umb5lo/).
- **Suppression Lists** — globally prevent sending to certain contacts. See [Create and Use Suppression Lists](https://help.supersend.io/en/article/create-and-use-suppression-lists-xkxzcc/).
- **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](https://help.supersend.io/en/article/upload-contacts-via-csv-rom2na/)
- [Create and Use Suppression Lists](https://help.supersend.io/en/article/create-and-use-suppression-lists-xkxzcc/)
- [Campaign Not Sending Checklist](https://help.supersend.io/en/article/campaign-not-sending-checklist-1pmnrd1/)