Contacts & Conversations
By Cloziq Support
By Cloziq Support
Your inbox of every prospect your agents talk to: statuses, conversation history, notes, and stepping in when needed.
Your Contacts inbox
Contacts is your inbox. Every person who enters one of your conversations shows up here, along with where they are in your sales process. It is the one place to see who you are talking to and who needs attention. Reading the list Each contact row shows: - Contact: their real Instagram name and handle, with their profile photo. Cloziq pulls these in automatically, so you are looking at actual people, not mystery usernames. - Lead Status: a colored badge showing where they are, like Active Conversation, Qualified, or Customer. See Understanding lead statuses. - Tags: any labels you have added. - Initiatives: which of your initiatives they have come through. - Last Action: when something last happened with them, shown in your timezone. Click any contact to open their full profile, with the conversation and everything the agent has learned about them. The list starts with your newest contacts on top. Spotting who needs you Contacts flagged Needs Human Intervention stand out in the list, because those are real people actively waiting on a person. Make checking them a daily habit; it is the highest-value two minutes in Cloziq. See When your agent hands a conversation to you. The capacity meter At the top of the page you will see how many contacts your workspace is storing against your plan's capacity. It quietly changes color as you get closer to the limit, so a full inbox never sneaks up on you. More on this in Managing contacts and capacity. Tips - Use search and filters to cut a long list down fast. See Filtering and searching contacts. - The lead status is the quickest read on how a conversation is going. Learn the statuses once and the whole inbox becomes easy to scan. - Test Agent conversations never show up here. Your inbox is real prospects only. Related articles - Understanding lead statuses - Filtering and searching contacts - A contact's detail view
Understanding lead statuses
A contact's lead status tells you where they are in your sales process. Cloziq updates it automatically as the conversation moves along, so you can see at a glance who is just starting, who is ready to buy, and who needs you. There are twelve statuses, and once you know them, your whole pipeline reads like a story. On the way in - Prospect: they have interacted with your content or triggered a DM, but have not entered a sales conversation yet. - Active Conversation: they are talking with one of your agents right now. Moving through the middle - Qualified: the agent decided they are a genuine fit for your offer. - Awaiting Purchase: a checkout link went out and Cloziq is waiting for the payment to land. - Awaiting Booking: booking is underway and Cloziq is waiting for them to lock in a time. The finish lines - Customer: they completed a purchase. This one is backed by the actual payment, so when you see it, the money is real. - Call Booked: they scheduled a call. - Link Sent: a direct-conversion initiative delivered a link to an external checkout or booking page. Since the outcome happens outside Cloziq, this is the final tracked stage for that conversation. The exits - Disqualified: not a fit, based on your agent's rules, or someone who only wanted to derail the conversation. This is also where people land when they explicitly ask to be left alone, with a "stop messaging me" or "not interested", in which case the agent ends the conversation without replying. There is no separate opted-out status, so read Disqualified as "we are not talking to this person any more" rather than purely "not qualified". See When a prospect opts out. - Lost Lead: they went quiet and your inactivity timeout ran out. The "you're up" statuses - Needs Human Intervention: the agent decided a person should take over and flagged them for you. These are the first ones to look at every day. - Interrupted: the automated conversation was halted by a human. This can happen from any stage: you replied to the prospect yourself, you clicked Stop Sales Conversation, or messages simply could not be delivered anymore. How a contact moves through them A typical journey runs Prospect, then Active Conversation, then Qualified, and on to Customer or Call Booked. Not everyone takes the straight path. Some get Disqualified, some drift off and become Lost Leads, and some get flagged for you along the way. One thing worth knowing: the finish lines and exits are final for that conversation. The agent will not quietly reopen a closed conversation. If you want it to be able to engage that person again fresh, use Allow New Sales Conversation on the contact; see Letting the agent re-engage a contact. Tips - Filter your contacts by status to work a specific group, like everyone Qualified who has not bought yet. - Needs Human Intervention is your priority list. Check it daily. - After a purchase or booking, the agent hangs around that thread for about half a day to answer wrap-up questions before the conversation closes for good. Related articles - Your Contacts inbox - The lifecycle funnel - When a prospect opts out - How conversations end
Filtering and searching contacts
Once you have more than a handful of contacts, search and filters are how you find the right people fast. Search Use the search box to find someone by name, email, or Instagram handle. It updates as you type. Filters You can narrow the list by: - Lead Status: show only contacts at certain stages, like Qualified or Customer. You can pick several at once. - Initiative: show contacts who came through a specific initiative. - Tags: show contacts with specific tags you have added. - Follows You: show only contacts who follow your account. Handy for spotting your warmest audience. - Date Range: focus on a window like this week, this month, the last 30 days, the last 90, or a custom span. Stack as many as you need. When filters are active, a clear option appears so you can reset to the full list. Tips - Your filters stick around as you move through your contacts and come back, so you do not have to set them up again each visit. - Combine filters for sharper lists, like Qualified contacts from a specific initiative this month. That is a follow-up list ready to work. Related articles - Your Contacts inbox - Understanding lead statuses - Managing contacts and capacity
A contact's detail view
Click any contact to open their profile. It slides in from the side and gives you everything about that person in two tabs. The Details tab The Details tab gathers who they are and what you know about them: - A quick summary: their lead status, when they were created, and their total spend. - Initiatives Interacted: which of your initiatives they came through. - Tags: labels you have added, editable right here. - Lead Information: the answers your agent captured in the sales flow, like email or phone. - Notes: your own notes about this contact, with who wrote each one and when. If this contact needs you, a Needs Attention banner sits right at the top so you cannot miss it. The Activity tab The Activity tab is the conversation itself: the full back-and-forth between the prospect and your agent, so you can read exactly how things have gone. You will also see where the conversation currently is (like qualification or conversion) and how much time is left in Instagram's messaging window before it closes. The thread includes everything the prospect saw, not just typed messages: the moment they tapped your opt-in button appears as its own entry, and automatic post-purchase delivery messages are shown too, marked Automated delivery. So if a buyer replies to something, you can always see what they were replying to. The contact menu The menu in the top corner of the profile adapts to the contact. If the agent captured an email or phone number, you get Send Email and Call Contact shortcuts. During a live conversation you can Stop Sales Conversation, and for a contact whose conversation ended you may see Allow New Sales Conversation. Delete Contact is always there for genuine cleanup; deleting is permanent. A note on active conversations While a contact is in an active conversation, their tags and lead information are locked so nothing changes mid-chat. Once the conversation wraps, you can edit them again. Notes are always open. Tips - Read the Activity tab before you step in, so you know exactly where the conversation stands. - Use the messaging-window readout to know whether you can still reach someone or need to wait for them to message again. Related articles - Tagging and adding notes - Stepping in: taking over from your agent - Understanding lead statuses
Tagging and adding notes
Tags and notes are how you keep contacts organized and remember the things that matter. Tags help you group and filter; notes hold the details. Add a tag 1. Open a contact and go to the Details tab. 2. In the Tags section, type a tag and add it. Cloziq suggests tags you have used before, so they stay consistent. 3. Remove a tag any time with the small x on it. Once contacts are tagged, you can filter your whole list by tag, or bulk-tag a filtered group in one go. Add a note 1. In the Notes section, click Add Note. 2. Write your note and save it. Each note records who wrote it and when, so there is always context. Notes are great for the things an agent would not capture, like "met at the retreat" or "wants the team plan in January." A note on active conversations While a contact is in an active conversation, tags and lead info are locked so nothing changes mid-chat. You can still add notes any time. Tips - Keep a small, consistent set of tags rather than many one-off ones. Tags are most useful when they group people. - Use notes for the human context. Use tags for the buckets you want to filter by later. Related articles - A contact's detail view - Filtering and searching contacts - Managing contacts and capacity
Stepping in: taking over from your agent
Your agents handle most conversations on their own, but sometimes a person should take over. The good news: stepping in is effortless, because the moment you show up, the agent gets out of your way. When the agent asks for you Sometimes the agent decides a conversation needs a human: a tricky question, a refund request, someone who just wants a real person. It goes quiet, sets the contact to Needs Human Intervention, and sends you a notification. The contact gets a clear Needs Attention banner on their profile so they stand out. The full list of reasons is in When your agent hands a conversation to you. Just reply, and the agent steps aside Here is the simplest thing to know: if you reply to the prospect yourself from Instagram, the agent notices and stops immediately. Any reply counts, even a sticker or a photo. The contact's status changes to Interrupted, any reply the agent was about to send is cancelled, and the conversation is yours from that point on. There is no "take over" button to find, because you do not need one. Answering the person is the takeover. Stopping the agent without replying If you want the agent out of a conversation before you say anything, open the contact and choose Stop Sales Conversation from the menu in the top corner of their profile. Same result: the agent stops, the status flips to Interrupted, and nothing more gets sent. The agent does not come back Once a conversation is interrupted, it stays yours. The agent never rejoins a conversation a human stepped into, so you will never end up talking over each other. If you later want the agent to be able to start fresh with that person, use Allow New Sales Conversation; see Letting the agent re-engage a contact. Tips - Read the Activity tab first, so you pick up the conversation exactly where the agent left off. - Keep an eye on the messaging window shown on the contact. Instagram gives you 24 hours from the prospect's last message; after that, you will need to wait for them to message again before you can reply. - A quick heads-up for teams: anyone replying from the connected Instagram account interrupts the agent, so agree on who steps in. - If a prospect asked to be left alone, there is nothing to step into. That conversation is already closed as Disqualified and the agent will not message them again. See When a prospect opts out. Related articles - When your agent hands a conversation to you - Letting the agent re-engage a contact - A contact's detail view
Letting the agent re-engage a contact
Once a conversation ends, it stays ended. If a contact was disqualified, or you stepped in and took over, Cloziq remembers, and the agent will not start a new sales conversation with that person on its own. That is usually exactly what you want. But people change their minds. The prospect who was not ready in March comments on your reel in June. The conversation you took over got resolved, and now you would like the agent back on duty for next time. That is what Allow New Sales Conversation is for. What it does On the contact's profile, open the menu in the top corner and choose Allow New Sales Conversation. Cloziq asks you to confirm with a plain-language explanation: it clears this contact's previous conversation outcomes so the AI can engage them again. The next time they trigger one of your initiatives, the AI starts fresh. Two things it deliberately does not do: - It sends nothing. No DM goes out. The contact has no idea anything changed. You are just unlocking the door for their next comment, DM, or story reply to start a conversation like normal. - It erases nothing. Past conversations and history stay on the contact exactly as they were. One case to think twice about If the contact is Disqualified because they asked you to stop messaging them, re-opening the door means your agent will talk to them again the next time they engage. They did ask you not to. Read the conversation before you unlock it. See When a prospect opts out. When you'll see it The option only appears when it would actually do something: the contact has an ended conversation holding them back, like a disqualification or an interruption. If someone just bought from you minutes ago, you will not see it yet; the wrap-up window after a purchase needs to finish first. When to use it - A disqualified prospect whose situation changed ("I got the budget approved!") - A conversation you took over that is resolved, and you want the agent handling that person again going forward - Someone from months ago you are re-running ads to and want the agent to greet fresh Tips - This unlocks the next trigger; it does not start a conversation by itself. If you want to reach out proactively, send them a DM yourself. - If you were the last one talking to this contact (their status is Interrupted), allowing a new conversation also formally closes out your session with them, so the next trigger starts clean. Related articles - Stepping in: taking over from your agent - Understanding lead statuses - When a prospect opts out - How conversations end
The lifecycle funnel
The lifecycle funnel is the big-picture view of all your contacts at once. Instead of a list, it draws them as a flow, so you can see how your audience moves from first contact toward becoming customers, and where people fall away. Open it from the View Lifecycle Funnel link at the top of the Contacts page. What it shows The funnel lays out your lead statuses as connected stages, from Prospect at the top, through Active Conversation and Qualified, down to the finish lines like Call Booked, Customer, and Link Sent. It also shows the exits, like Disqualified and Lost Lead. Two things about the counts. Deleted contacts are left out entirely, so the funnel always reflects people you still have. And Disqualified covers both people your rules filtered out and people who asked you to stop messaging them; the in-app definition only mentions the first, so it reads lower than it is on that second group. Each stage shows how many contacts have reached it and what share of your total that is. The connectors between stages show how people flow from one to the next. Three statuses sit on their own row at the bottom with no incoming arrows, because they can happen at any point rather than at one stage: Needs Human Intervention, Interrupted, and Link Sent. Needs Human Intervention is a single combined count covering every moment the agent might step back, whether during qualification, after it, or while awaiting a purchase or booking. The canvas is interactive: drag to pan and zoom in or out to comfortable reading size. Every status, defined in plain English Not sure what a stage means? Open the Status Definitions panel right on the funnel page. It walks through all twelve statuses with a one-liner for each, so you never have to leave the page to decode a badge. How to read it The funnel counts everyone who has ever reached a stage, so it is a cumulative picture of your whole audience, not just who is sitting there right now. Use it to find your biggest drop-off, which is usually the best place to focus your energy. Tips - A big gap between two stages is a signal. If lots of people qualify but few book, your booking step is worth a look. - For results on a single automation rather than your whole audience, use an initiative's metrics page instead. See Reading your initiative metrics. Related articles - Understanding lead statuses - Your Contacts inbox - Reading your initiative metrics
Managing contacts and capacity
Beyond working contacts one at a time, you can act on several at once, and keep an eye on how much room your workspace has for new ones. Bulk actions 1. Use the checkboxes to select the contacts you want. 2. An action bar appears with what you can do: - Add Tag: apply a tag to all the selected contacts at once. - Delete: remove the selected contacts. If some of your selection are in an active conversation, Cloziq skips those and tells you, so you never interrupt a live chat by accident. Deleting is thorough, and the confirmation says so plainly: their whole message history goes too, along with every sales conversation the agent ran with them and anything still queued to send. They also drop out of your funnel reporting, and none of it can be recovered. What deleting actually removes Everything that identifies the person is erased for good: their name, Instagram handle, profile photo, email, phone number, every answer your agent captured, their tags, and your notes. The contents of their messages are wiped too. None of it comes back, and no one at Cloziq can restore it. What stays is an anonymous shell. The conversation itself remains as a record with nobody attached to it, so your historical reporting does not silently rewrite itself the moment you tidy up your list. That has one effect worth knowing: deleting contacts no longer flatters your numbers. Their conversations still count in the denominator of your conversion and close rates, so a big cleanup will not send those rates jumping. The contact disappears from your Contacts list, from the lifecycle funnel, and from your billable contact count, immediately. If you only want the agent to be able to start fresh with someone, Allow New Sales Conversation does that without deleting anything. See Letting the agent re-engage a contact. How contact capacity works Your plan includes room for a set number of contacts, shown as the Contact Capacity card at the top of the Contacts page. The same card appears in Settings → Billing, and they always agree, because they count the same way. A few things that make the number friendlier than it sounds: - Only real prospects count. Test Agent conversations never create billable contacts. - The card warns you early. It shifts color as you fill up and calls out "approaching limit" from about 80%, so you will not be surprised. - You will also get a notification as you near the limit and again if you reach it, if you have capacity alerts enabled in Settings → Notifications. What happens at the limit When your workspace is full, Cloziq stops adding new contacts: a brand-new person triggering your initiative will not be picked up until there is room. Everyone already in your list is untouched, and existing conversations keep running normally. To make room, delete contacts you no longer need, which frees the space straight away, or move to a plan with more capacity. See Understanding usage and limits. You will also see an Upgrade Storage button on the capacity card. It is not available yet and shows a "Coming soon" note when you hover it, so for now more room means a plan change or a cleanup. Tips - Deleting a contact is permanent, so use it for genuine cleanup rather than to hide someone temporarily. - Filter first, then select. It is the fastest way to bulk-tag a specific group, like everyone from one initiative. - If you are near the limit during a big campaign, clear out old Lost Leads first. They are usually the safest deletions. Related articles - Tagging and adding notes - Understanding usage and limits - Contacts FAQs
Contacts FAQs
Where do contacts come from? Anyone who enters one of your conversations becomes a contact, whether through a comment, a DM, a story reply, or an ad. They appear in your Contacts inbox automatically, with their real Instagram name, handle, and photo. Why can't I edit a contact's tags or info? If the contact is in an active conversation, their tags and lead information are locked so nothing changes mid-chat. Once the conversation ends, you can edit them again. You can always add notes. How do I take over a conversation? Just reply to the prospect yourself from Instagram. The agent notices and steps aside immediately, and the contact shows as Interrupted. If you want the agent stopped before you say anything, use Stop Sales Conversation from the contact's menu. See Stepping in: taking over from your agent. Will the agent jump back in after I take over? No, never. An interrupted conversation belongs to you for good. If you want the agent to be able to engage that person again on a future trigger, use Allow New Sales Conversation on the contact. What does "Needs Human Intervention" mean? The agent decided this contact needs a person, so it went quiet and flagged them for you. These are your priority, since someone is actively waiting. Check them daily. Can I message someone after they go quiet? Only within Instagram's messaging window, which stays open for 24 hours after the prospect's last message. After that, you have to wait for them to message again. Each contact's Activity tab shows how much time is left in the window. Can I delete contacts? Yes. Open a contact and delete it from the menu, or select several and delete them in bulk. Deleting is permanent. Everything that identifies them is erased and cannot be recovered: name, handle, photo, email, phone, captured answers, tags, notes, and the contents of their messages. The conversation stays on as an anonymous record with nobody attached, which is what keeps your historical close rate and conversion rate honest after a cleanup. The contact leaves your list, your funnel, and your billable count right away. See Managing contacts and capacity. A prospect told my agent to stop. What happened? The conversation ended immediately as Disqualified and the agent sent nothing back, which is deliberate: replying to someone who just asked you to stop is the quickest way to get reported. They will not appear in Needs Human Intervention. See When a prospect opts out. How many contacts can I store? Your plan includes a contact capacity, shown as a meter on the Contacts page and in Settings → Billing. When you are full, new prospects are not picked up until there is room, so keep an eye on the meter during big campaigns. See Managing contacts and capacity. Do my Test Agent chats create contacts? No. Test conversations never appear in Contacts, never count toward capacity, and never show up in your metrics. Related articles - Understanding lead statuses - Stepping in: taking over from your agent - When a prospect opts out - Managing contacts and capacity