Delete and restore contacts

Delete contacts in CRM

To delete one contact, open the … menu on its row and choose Delete. To delete several, tick them and click Delete in the bar that appears, then type the number of contacts to confirm.

Deleted contacts go to the recycle bin. Nothing is lost straight away.

Delete a WhatsApp contact

In WhatsApp Contacts, open Manage on the contact’s row and choose Delete. To delete several at once, tick them and choose Delete under Bulk action, then click Apply.

You can also delete from the contact panel of a conversation in Inbox. The contact and its conversations go to the WhatsApp recycle bin. Deleting from the contacts list needs an owner or admin.

Delete a person on both email and WhatsApp

One person can have an email contact in CRM and a WhatsApp contact. When you delete one of them and the other exists, you are asked whether to delete both. The box is ticked by default, so the person is removed everywhere, the way HubSpot and other CRMs do it.

Who can do it. Owners and admins. A customer-service seat only deletes the side it works in.

What is not deleted. An email contact with an email still waiting to be sent is kept, so that no email goes out to someone you removed. Cancel the campaign first if you want to delete them.

Delete a list

The × next to a list in CRM deletes only the list. The contacts in it stay in CRM. Where you delete a list together with its contacts, you get the same choice to delete their WhatsApp contacts too.

Restore deleted contacts

In CRM: click the bin icon at the top right of the CRM page (the number shows how many contacts are in it) and click Restore.

In WhatsApp: open Contacts and use the recycle bin panel to restore.

If the person was deleted on both channels together, restoring either side brings back both.

How long. Deleted contacts are kept for 30 days, then removed for good.

What is always kept

Unsubscribes, WhatsApp opt-outs, and the record of messages you sent are kept even after a contact is deleted. If the same person is imported again later, NexlyFlow still knows they asked not to be contacted, so they are not emailed or messaged by mistake.

Imported the wrong file?

To remove everyone that one import added, use Remove added contacts on the import instead of deleting contacts one by one. See Import contacts from a file.