Audience

Every customer who has ever messaged your assistant through WhatsApp, Instagram, web chat, or any other channel is already part of your audience. The Audience page is where you manage these contacts, organize them into segments, and build the foundation for powerful broadcasts. Think about it: every person who reaches out to your business through any channel becomes a contact you can re-engage later. Send them product updates via WhatsApp, promotions via email, or announcements across multiple channels at once.

Your audience is the foundation for Broadcasts. Organize contacts into segments here, then use those segments to send targeted messages at scale.

The Audience page has two tabs: Contacts and Segments.

Contacts

The Contacts tab shows every person in your audience. Each contact displays:

Name and identifier: The contact’s name along with their email or phone number
Segments: Any segments they belong to (shown as badges)
Channels: Icons showing which channels they’ve interacted through (web chat, WhatsApp, Telegram, etc.)
Created date: When the contact was first added

You can search for any contact by name using the search bar, or filter your list by segment using the Filter by segment dropdown.

Adding Contacts

Click + Add Contacts in the top-right corner to see two options:

Add manually: Create a single contact by entering their details
Import Contacts: Bulk import contacts from a CSV or Excel file

Add Manually

To add a single contact:

Click + Add Contacts, then Add manually

A dialog opens with fields for the contact’s information.

Enter contact details

Fill in the following fields:

Full Name (Optional): The contact’s display name
Email (Optional): Their email address
Phone (Optional): Their phone number with country code selector

At least one of Email or Phone is required.

Assign to segments (optional)

Use the Segments dropdown to assign this contact to one or more segments. You can search and select from your existing segments.

Click Add Contact

The contact is created and appears in your contacts list immediately.

Import Contacts

To import contacts in bulk from a spreadsheet:

Click + Add Contacts, then Import Contacts

The import page opens with a file upload area.

Upload your file

Drag and drop a .csv, .xlsx, or .xls file into the upload area, or click to browse. The first row of your file should contain column headers (like “Full Name”, “Email”, “Phone”).

Click Download sample CSV at the bottom to get a template file with the correct format.

Assign to a segment (optional)

Below the upload area, you can optionally assign all imported contacts to a specific segment using the Segment dropdown.

Map your columns

After uploading, Invent shows a mapping table with three columns:

Column	Description
CSV Column	The column name from your file
Sample Data	A preview of the data in that column
Map to Field	The Invent field to map it to

For each column, choose a mapping:

Do not import: Skip this column entirely
Full Name: Map to the contact’s full name
First Name: Map to the contact’s first name
Last Name: Map to the contact’s last name
Email: Map to the contact’s email address
Phone: Map to the contact’s phone number

At least one of Email or Phone must be mapped to continue. Name is optional.

Review your contacts

Click Review to see a preview table of all the contacts that will be imported. Verify the data looks correct before proceeding.

Confirm and import

Click Import. A confirmation dialog appears asking you to confirm that you have obtained appropriate consent to send messages to these contacts in compliance with applicable laws and regulations.Click Import to confirm, and your contacts are added to the audience.

Once the import completes, you’ll see a success message confirming how many contacts were imported (e.g., “3 contacts imported successfully”).

Contact Profile

Click on any contact in the list to open their profile panel on the right side. The profile shows everything Invent knows about this person: Segments The segments this contact belongs to. You can add or remove segments directly from here by clicking the segment dropdown. Remove a segment by clicking the x next to its name. Profile Detailed contact information including:

Name: The contact’s display name (click the pencil icon to edit)
User ID: Their unique identifier in the system
Country: Detected country with flag
Phone: Phone number with channel icon (e.g., WhatsApp)
Link: Direct link to message them (e.g., a wa.me link for WhatsApp contacts)

Conversations A history of all conversations this contact has had with your assistants, showing the status (resolved or active) and the last message. Broadcasts A list of all broadcasts this contact has received, along with their engagement status (e.g., “Opened”) and the broadcast name.

Click the three-dot menu at the top of the contact profile for additional options like deleting the contact.

Segments

Segments let you group contacts together for easy targeting. Instead of broadcasting to your entire audience, you can send messages to specific groups, like “VIP Customers”, “Newsletter Subscribers”, or “Beta Testers”. Switch to the Segments tab to see all your segments.

Each segment shows:

Name: The segment’s name
Contacts: How many contacts are in this segment
Created At: When the segment was created
Updated At: When the segment was last modified

Creating a Segment

Click + Add Segment

A dialog appears with a single field.

Enter a segment name

Give your segment a descriptive name (e.g., “VIP Customers”, “Product Updates”, “Beta Users”).

Click Add Segment

Your new segment is created. It starts with 0 contacts.

Managing a Segment

Click on any segment to see the contacts within it. From this view, you can:

Search contacts within the segment
Add contacts to the segment (manually or via import)
Edit the segment name by clicking the pencil icon next to the name

Use the three-dot menu next to each segment in the list to rename or delete it.

How Contacts Get Added to Segments

Contacts can be added to segments in several ways:

When adding a contact manually: Select segments during creation
When importing contacts: Assign all imported contacts to a segment
From the contact profile: Add or remove segments from the profile panel
From within a segment: Click + Add Contacts while viewing a segment

Best Practices

Create segments early: Set up segments like “Promotions”, “Product Updates”, and “VIP” before you start broadcasting. This makes targeting much easier later
Use descriptive names: “Beta Users - iOS App” is better than “Group 1”
Keep segments clean: Regularly review and remove contacts who are no longer relevant
Combine with broadcasts: Segments are most powerful when used with broadcasts to send targeted messages to the right people at the right time

Getting Started

Assistants

Guides

Broadcasts

Workspace Management