Contacts

Is a contact the same as a customer?

Pretty much — a contact is the Onbbits record for the customer or person you’re talking to.

Do I have to add every contact myself?

No. If someone messages you first, Onbbits creates their contact automatically.

Can an Agent export contacts?

No, only Owners can export. Agents can still add, update, and search contacts.

Can I still message someone who's opted out?

Yes, but only directly through chat or a one-on-one template message. They just won’t receive broadcast or campaign messages.

What are the default opt-in and opt-out keywords?

Opt-in defaults to Start and Opt In. Opt-out defaults to STOP, Opt Out, and OUT. Both can be changed.

Can an Agent add a contact?

Yes, both Owners and Agents can add and update contacts.

Can Agents import contacts?

Yes. Both Owners and Agents can import contacts. Only export is limited to Owners.

What happens if I import a contact that already exists?

Onbbits skips creating a duplicate, but it will still update that contact’s tags and attributes from your file.

Can I search by tag or attribute?

No, search only looks at name and phone number. Use the Filter button to search by tag or any other field.

Do I need to save after adding a keyword?

Yes, click Save All Changes after any update, or it won’t take effect.

Why am I getting a "Healthy Ecosystem" error even though I messaged the contact a few weeks ago?

WhatsApp checks every message to protect users from unwanted messages. Even if you’ve messaged a contact before, WhatsApp may still reject a message with a Healthy Ecosystem error. This can happen if the user doesn’t engage with marketing messages; WhatsApp may temporarily limit additional promotional messages from businesses.

Why am I getting a "Healthy Ecosystem" error even though the contact has opted in?

Having a contact opted in means they have given you permission to receive messages. However, opt-in does not guarantee message delivery. WhatsApp still performs Healthy Ecosystem checks to protect users from unwanted messages and may temporarily limit promotional messages if the user isn’t engaging with business messages.

Still need help?

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ONBBITS Help Doc v1.0