Manage contacts in WACRM with labels, notes and tickets

Every contact your project talks to on WhatsApp lives on WACRM Workspace’s Contacts screen — created automatically from conversations, or added in bulk by pasting numbers or uploading a CSV. From a contact’s own page you can tag them with labels, keep internal notes your customers never see, and open support tickets that can link to one of their bookings. This tutorial walks the real screens and the real API calls behind them, and says plainly which parts — like a dedicated tickets screen or filtering the Contacts list by label — don’t exist yet.

What you need before you start

• A WACRM Workspace account with at least one project and at least one contact (created from a WhatsApp conversation, or imported — see below).
• For the API steps only: curl (or any HTTP client that can set headers), and an API key from Developer / API & MCP with the contacts/labels/notes/tickets scopes ticked.

Find and import contacts

Workspace → Contacts lists every contact in the project with columns Name, Phone, Email, Labels and Added, a Search contacts box above them, and Previous/Next paging below showing “n–m of total” contacts.

Click Import contacts to add contacts in bulk — paste one phone number per line, or upload a .csv file with phone,name,email,labels columns in any order (the labels column separates multiple labels with ;, not a comma, following the same plain CSV format RFC 4180 describes, so a label’s own name is never mistaken for a second label). Up to 1,000 rows per import; the dialog warns and disables Import above that limit. After the import, the list refreshes and shows how many rows were created, updated and skipped, plus the line number and reason for any row that failed.

A note next to the Import button is always visible, not something you have to look for: “Imported contacts are NOT opted in. WACRM never grants WhatsApp consent on import — collect opt-in before sending marketing messages.” Importing a phone number is not the same as having permission to message it — see Meta’s own guidance on getting opt-in before sending anything marketing-related to an imported contact.

Open a contact: labels, notes and tickets

Click a contact’s name to open their page. It has six tabs — Profile, Conversations, Orders, Bookings, Notes and Tickets — though only Profile, Notes and Tickets show real data today; Conversations, Orders and Bookings all still show a placeholder saying that module isn’t connected yet (a contact’s real orders and bookings are on the sidebar’s Linked records card instead — see below).

The Profile tab shows phone, email (or “No email on file”), when the contact was Added and Last updated, and their labels as chips (or “No labels yet”).

Labels — click Add label to open an autocomplete (Type to find or create a label) listing labels not already on this contact; pick one or type a new name (shown as Create label "name") to create and attach it in one step. Click the x on a chip to remove (detach) a label from just this contact. To delete a label from the whole project’s catalog instead, click the small trash icon next to any label in that same “Add label” dropdown list — a confirm dialog warns the label “will be removed from every contact it’s attached to across this project. This cannot be undone” before it goes through.

Notes — the Notes tab is a running, newest-first list of internal notes (“Add a note to keep internal context on this contact — buyers never see these”). Type into the box and click Add note.

Tickets — the Tickets tab lists support tickets with status (Open/Pending/Closed), priority (Low/Normal/High) and type (Support/Service request) chips. Click New ticket and fill in Subject and Details, optionally Priority and Type, and — if this contact has any — Link to a booking (optional), which defaults to None. Click Open ticket to create it.

There is no separate tickets screen anywhere in Workspace today: tickets only exist on a contact’s own Tickets tab, one contact at a time. Both the Notes and Tickets tabs load a page at a time (most recent 20 first) with a Load more button beneath the list to fetch the next page — no full refresh needed.

Linked records: orders and bookings

Next to the tabs, a Linked records card shows this contact’s Bookings and Orders — up to three of each, most recent first, with a View bookings / View orders link to the full Bookings or Store orders screen for the rest. A contact with none yet shows “No bookings on file for this contact yet.” / “No orders on file for this contact yet.”

Do the same through the API

Contacts, labels, notes and tickets are backed by these Core API endpoints, each scoped per contact:

POST   /v1/contacts/import                        contacts:write
GET    /v1/contacts                                contacts:read
POST   /v1/contacts/{contact}/labels               labels:write
DELETE /v1/contacts/{contact}/labels/{label}       labels:write
GET    /v1/labels                                  labels:read
POST   /v1/labels                                  labels:write
DELETE /v1/labels/{label}                          labels:write
GET    /v1/contacts/{contact}/notes                notes:read
POST   /v1/contacts/{contact}/notes                notes:write
GET    /v1/contacts/{contact}/tickets              tickets:read
POST   /v1/contacts/{contact}/tickets              tickets:write

None of these scopes are granted to a key by default. Tick the ones you need under Restrict what this key can do (advanced) → WhatsApp CRM scopes when you create the key in Developer / API & MCP — a key missing a scope answers 403 insufficient_scope.

Import contacts via the API

curl -s -X POST "https://api.wacrm.ai/v1/contacts/import" \
  -H "Authorization: Bearer sk_live_your_scoped_key" \
  -H "Content-Type: application/json" \
  -d '{"contacts": [{"phone": "+15551234567", "name": "Jane Diaz", "labels": ["vip"]}]}'

{
  "data": {
    "created": 1,
    "updated": 0,
    "skipped": 0,
    "errors": []
  }
}

Up to 1,000 rows per call (422 too_many_contacts above that). A phone already in the project is never duplicated — only an empty name/email gets filled in, nothing already set is overwritten. Same rule as the Workspace dialog: there is no consent field in this body, and sending one does nothing — an import never opts a contact in.

Add a label, add a note, open a ticket

curl -s -X POST "https://api.wacrm.ai/v1/contacts/your-contact-uuid/labels" \
  -H "Authorization: Bearer sk_live_your_scoped_key" \
  -H "Content-Type: application/json" \
  -d '{"label_id": "your-label-uuid"}'

curl -s -X POST "https://api.wacrm.ai/v1/contacts/your-contact-uuid/notes" \
  -H "Authorization: Bearer sk_live_your_scoped_key" \
  -H "Content-Type: application/json" \
  -d '{"body": "Asked about a refund on order #1042."}'

curl -s -X POST "https://api.wacrm.ai/v1/contacts/your-contact-uuid/tickets" \
  -H "Authorization: Bearer sk_live_your_scoped_key" \
  -H "Content-Type: application/json" \
  -d '{"subject": "Refund request", "body": "Wants a refund on order #1042.", "priority": "high", "type": "support", "booking_id": "your-booking-uuid"}'

booking_id is optional and only accepted as a real UUID belonging to one of this contact’s own bookings — a booking id that isn’t this contact’s own, or doesn’t exist, answers 404. priority accepts low/normal/high; type accepts support/service_request; both fall back to a default if left out.

List a contact’s notes or tickets

curl -s "https://api.wacrm.ai/v1/contacts/your-contact-uuid/tickets?page=1&limit=20" \
  -H "Authorization: Bearer sk_live_your_scoped_key"

page/limit work (limit capped at 100), and both endpoints also return a meta block with current_page, per_page, total and last_page — the same shape GET /v1/contacts returns — so you can tell exactly how many pages there are instead of guessing from a short page.

What works today vs. what’s not yet there

Ready to put this into practice? Request early access to get a Workspace, or have WACRM’s team set up your project for you with Quick Setup.