Suppli Contacts¶

Suppli Contacts is one record per real customer, however they reached you. Someone who messages you on Instagram, emails you, chats on your website and later replies to an outreach campaign is one person — and Contacts is where everything you know about them is kept.

Every other part of Suppli reads from it and writes to it, so you are never looking at a customer through one channel's keyhole.

Where contacts come from¶

A contact is created the first time a real person reaches you, on any of these:

Suppli DM — Instagram, Slack, Messenger, X, email, and your website chatbot. Every inbound message resolves to a contact.
Suppli Leads — when someone replies to an outreach campaign. Not when Suppli finds them, and not when the email goes out: a business you have written to but never heard back from is a prospect, not a customer, and it stays with the campaign rather than filling your contact list with people who never answered.
Suppli Mail — when a customer question arrives in a connected inbox.
You — the "Add customer" form, or a CSV import.

Someone who replies to outreach and also messages you on Instagram becomes two records, because those are two identities Suppli has verified separately. You can merge them yourself — see below. Suppli never merges them for you.

How Suppli knows who is who¶

Every inbound message carries the platform's own identifier for the sender: an Instagram account, a Slack workspace-and-user, the address an email came from. Suppli stores that identifier the first time it sees it, and matches on it every time after.

It never matches on names. Two customers called "Sam" are two people, and one customer who signs off differently on Tuesday is still one person. A name is something anyone can type; a platform identifier is something the platform itself vouches for.

That has a visible consequence worth knowing: if a customer tells your chatbot their name, Suppli saves it but marks it unverified, because they typed it. Editing the name yourself confirms it.

The Verified identities card on a contact's page lists exactly which identities that record matches on, so the rule is visible rather than implied.

AI insights¶

Short, factual one-liners Suppli writes as it learns about a customer — "asked about bulk pricing on BP799", "buying for a school district". They come from conversations across Suppli DM, from replies to Suppli Leads campaigns, and from your website chatbot.

They exist so you can pick a conversation back up months later without rereading it, and so an email drafted on your behalf has something true to draw on.

Campaign answers¶

Kept separately from AI insights, and the distinction matters: a campaign answer is what someone actually answered in a survey or an inquiry you sent. An insight is what Suppli concluded about them.

Answers appear when the customer submits a survey or replies to an inquiry — one entry per question, so you see the question and their own words side by side.

Reply tracking, on contacts from outreach¶

A contact who came from a Suppli Leads campaign has a Reply tracking panel: which campaign they replied to, when you wrote and when they answered, the labels on their reply, what Suppli is still waiting for, and which kinds of reply matching are switched on for the mailbox that sent the email.

It is mechanical — the state of the exchange, not a summary of it. See reply tracking for how the matching itself works.

Already contacted¶

When someone replies to outreach and becomes a contact, their address is marked already contacted, and new Suppli Leads campaigns skip it.

It is not a block and not a do-not-contact. You can still email them from their contact page, and replying to their own questions is always fine. It only stops them being picked up again by new cold outreach, so a stranger's opening email never goes to someone you are already talking to.

Deleting the contact lifts it — the address can appear in new campaigns again.
Blocking does not — they stay out even though the record is gone.

Bounced, unsubscribed and spam-reported addresses are different: those stay excluded whether or not the contact exists. The badge on the contact's page says which one applies, and how it got there.

Merge, delete and block¶

Merge folds one record into another: identities, insights, campaign answers, notes and meetings all move across, and the duplicate is removed. This is how you join up the same person who arrived on two channels. It is always your decision — Suppli suggests nothing and merges nothing on its own.

Delete asks which of two genuinely different things you mean, so they cannot be confused:

Remove from Contacts only. The contact record goes. Their Suppli DM chat and their Potential Leads thread both stay. If they write again the contact is recreated, and everything you already knew about them is still there to draw on.
Delete everywhere. The contact goes, the DM chat and its messages go, and the Potential Leads thread — every email sent to them and every reply — goes with it. Nothing is left to re-identify them from, so a later message starts genuinely fresh.

Either way, deleting lifts an "already contacted" mark, so outreach can find them again.

Neither one lets Suppli email them again if they asked you not to. An unsubscribe, a bounce or a decline is a fact about the address, not a note attached to a record of a person, and it survives both deletes. Somebody who asked not to be contacted stays uncontactable, whatever you delete afterwards. That is the one thing a delete is never allowed to undo.

Block is a delete plus a standing refusal. The record and the chat go, further messages get a fixed reply with no AI response, and they cannot be re-identified later. Unlike delete, a block survives: they stay out of future campaigns. You can undo it from the Blocked filter.

Emailing a customer¶

From a contact's page you can write to them directly. Describe what the email should say, Suppli drafts it from what it knows about that customer, and nothing sends until you read the draft and press Send.

This needs Suppli Leads switched on in Contacts settings, and at least one connected sending address — your company mailbox, Gmail or Outlook. It goes out through the same addresses Suppli Leads uses, so it comes from you, and replies come back to your normal inbox.

Campaign email and unsubscribing¶

Surveys and announcements to your contacts also send from your own company mailbox — see Suppli Leads for the limits and how a big campaign is spread over days. Each one carries an unsubscribe link.

A contact who clicks it goes on the campaign email opt-out list, which you can see under Contacts → Settings. This list is separate from Suppli Leads' outreach suppression list: it's about people who already know you asking for no more campaign email, not strangers asking not to be prospected, and neither list writes to the other. An opted-out contact stays in Contacts exactly as before and still gets replies to their own questions; the next campaign skips them and says why. The list is permanent.

Which parts of Suppli may write to your contacts¶

Contacts settings has three switches — Suppli Leads, Suppli DM and Suppli Booking. All three are off until you turn them on: connecting a channel does not by itself start writing to your contact list.

Importing and exporting¶

Import takes a CSV and matches common column headers — name, email, phone, notes — automatically, and you can correct the mapping before anything is saved. Re-importing the same file is safe: a row whose email matches an existing contact updates that contact instead of creating a second one.

Export downloads exactly what you are looking at. If you have searched or filtered the list, the export is that filtered set, not your whole contact list.