The contacts list

Contacts is the working surface of Nudge. Reps live here. When your workspace enables company display, names include the company: Person · Company, or Company · mailbox for an address without a person name. Contact names, phone numbers and email addresses use the workspace’s link color. Owners and statuses use regular text; timestamps and missing values are quieter. Links underline on hover, and email addresses open your default mail application.

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Reading the table

• Name, with a green REPLIED badge when the contact has answered on any channel.
• Possibility is the contact’s pipeline state. Automations key off this value; changing it by hand also counts and can arm the next automation.
• Waiting is how long ago the contact first replied while in their current Possibility. It stays empty until they write. Changing their Possibility clears it, which is how a rep marks the reply as dealt with, in Nudge or in HubSpot. Waiting is a column for your saved views: the All tab doesn’t have it. On a saved view’s tab, a dot beside Waiting shows where the contact stands against your SLAs: green is on track, yellow at risk, red breached. Hover the cell to see how long until the next color, or how long it has been red. No dot means no rule covers that contact’s Possibility. The All tab shows no dots.
• Owner is the rep responsible. Automated WhatsApp messages send from the owner’s number, and calls use the owner’s default calling agent unless an automation says otherwise.
• Last contact shows the most recent touch with its outcome: a successful or unsuccessful call, or the last message with its template name.
• Added is when the contact came into Nudge. It is off by default; switch it on under Columns if you want it.

Click Owner, Status or a custom list value to open its searchable dropdown. Type to find a choice, then select it to save. Escape or clicking outside closes it without changing the value. Opening a dropdown keeps the table rows in place.

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Opening contacts in another tab

Click a contact’s name to open it in the current tab. To keep the list open:

• Mac: ⌘-click opens a background tab; ⌘-Shift-click opens a new tab and switches to it.
• Windows/Linux: Ctrl-click opens a background tab; Ctrl-Shift-click opens a new tab and switches to it.
• Mouse: middle-click opens a background tab. Right-click the name for the browser’s link options.

The new tab opens that contact in the same workspace. Opening another tab leaves your original list and selection in place. A normal click keeps the list’s filters and position for the contact page’s Back button.

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Filters, search, columns

Filters live on the column headers, not in a toolbar. Click a header’s filter icon and pick one or more values; within one filter the values combine with OR. Search (top right) matches names accent-insensitively, so typing “Schonborn” finds “Schönborn”. The Columns button picks the visible columns, including any custom field from the fields registry, and you drag a column heading to move it. On All the columns are your own, kept in this browser. On a saved view’s tab they belong to the view (see below). Column widths are always yours.

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Replies waiting on someone

When a contact replies, their automated messages stop, and from then on a person has to move them forward. On a saved view’s tab, the Waiting filter on the Waiting column header shows exactly those contacts: they replied and are still in the same Possibility. Picking it sorts the longest wait first. To build that list, click + → New view, switch the Waiting column on under Columns, filter it, add a Possibility filter and Save changes. Share it, for example “Replied, still Unreachable”, and the team works one list: each Possibility change takes a contact off it, usually within five minutes when the change is made in HubSpot. The same header offers the SLA colors: On track, At risk and Breached. Pick Breached to see the replies that have waited too long, or At risk to get to them first. Colors combine with OR, and a view saves them like any other filter.

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Saved views

A filter set you keep rebuilding should be a view. Your views sit as tabs across the top of the list, the way HubSpot shows them. All is always first and shows every contact. Click a tab to open that view. One view is open at a time.

• + at the end of the tabs lists every view you can use, with a tick on the ones you already have open. Pick one to add it as a tab, or choose New view to save what’s on screen as a view of its own. When you’ve filtered All, Save as view in the toolbar does the same.
• × on a tab closes the tab, not the view. It stays one click away under +. Drag a tab to move it. Your tabs are yours: closing or moving one changes nothing for anyone else.
• A view keeps its filters, its sort and its columns, in their order. Change any of them on the view’s tab and Save changes writes them into it, while Reset puts the view back the way it was saved. You can’t overwrite someone else’s view, so there you get Save as view instead.
• Everyone who opens a shared view sees it the same way, columns included. Want different columns? Save your own copy with Save as view. A view saved before views kept their sort and columns opens with your own columns until someone saves it again.

Keep a view private, or share it with the team, in which case everyone can use it and only you can change it. A shared view shows a small two-person icon in the + list; hover it to confirm. Edit view, in the ⋯ menu beside the count, lets you rename your own view, change its filters and switch sharing on or off. Admins have two more switches in ⋯ on any shared view, whoever made it:

• Add to everyone’s tabs gives every person on the team the view as a tab, including people who join later. Each person can still close it, and it stays closed for them. Turning it off takes the tab back from everyone who didn’t open the view themselves.
• Make personal takes the view back to private, and out of everyone else’s tabs.

“My unworked leads” and “Replied, no follow-up” are the two most teams end up living in. Admins can also export the table to CSV from the bottom of the columns menu.

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Acting on contacts

Select rows with the checkboxes to message a whole segment at once (see Bulk send). WhatsApp opens the same send window as a contact page: the search inside the preview shows the message as any one contact will get it. Each contact’s record gets a note saying it was a bulk WhatsApp send, with the template, the number and the text, and the send appears in Bulk Action under the template’s name. + New contact adds a lead by hand; contacts also arrive through web forms or the HubSpot sync. The checkbox in the table header selects the current page. After selecting every contact on that page, select all matching appears if more matching contacts remain on other pages. Selecting an individual contact selects only that contact; the toolbar shows the actual selected count.

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Delete and restore contacts

In a native workspace, admins can select contact rows and click Delete below the table. Select a first checkbox, then hold Shift while clicking another checkbox to select the contacts between them. The confirmation shows the exact count and names, with an email address or phone number where available. Review that list before confirming. If a contact changes after the preview, the affected batch is refused; review the remaining selection before trying again. Deleted contacts leave Contacts, Inbox and Deals. Their messages, notes, files, tasks and deals are kept. Pending outreach and task reminders are canceled; messages already being sent cannot be recalled. Click + at the end of the view tabs and pick Deleted to see who deleted each contact and when it will be permanently deleted. Click Restore to bring a contact and its history back. Restore becomes available once pending outreach has finished canceling. Canceled messages and reminders do not restart after restoration. Contacts and their linked history, files and deals remain recoverable for 30 days, then are permanently deleted. Restore them before the deadline shown in the Deleted list. This feature is available only to admins in native workspaces. HubSpot workspaces continue managing contact deletion in HubSpot.