Contact Detail View - Online Help | Zoho Campaigns

Contact Detail View

The contact detail view gives you a complete picture of an individual contact in your Zoho Campaigns organization. From a single page, you can review the contact's profile information, subscription status, source, activity history, and engagement data across email, SMS, and other channels. This view is especially useful when you need to investigate a specific contact's behavior, make targeted updates to their data, take compliance-related actions, or add internal reference notes, all without leaving the contact's record.

How to access 

  1. From the Navigation Toolbar on the left, click Audience.
  2. Select Contacts.
  3. In the contacts list, click the email address or name of the contact you want to view. The contact detail view page will open.

    Displaying the detailed view page that appears when you click a contactAudience -> Contacts -> click a contact to view their details

Contact summary 

At the top of the contact detail view, you will find key details about the contact at a glance:
    ● Contact name - The full name of the contact is displayed prominently at the top.
    ● Subscription type - Shows the current subscription status of the contact, such as Marketing, Non-Marketing, or Unsubscribed. You can change this directly from this page using the drop-down next to the subscription type.
    ● Source - Indicates how the contact was added to your Zoho Campaigns organization, for example, via manual addition, import, sync, or a signup form.
    ● Created date and time - Displays the exact date and time when the contact was created in your organization.
NotesNote: The subscription type drop-down is accessible from all five tabs of the contact detail view, so you can make changes without navigating back to the top.

More Actions 

At the top-right of the contact detail view, the More Actions button is always visible regardless of which tab you are on. Clicking it reveals the following options:
    ● Edit
    ● Export
    ● Notes
    ● Right of Access
    ● Delete
More Actions button at the top right inside a contact is highlighted.In the detail view page click the button at the top-right.

NotesNote: The More Actions button, along with the subscription type drop-down, remains visible and accessible across all five tabs of the contact detail view.

Edit

The Edit option allows you to edit various fields of the contact. To do this:
  1. Go to Audience -> Contacts -> click a contact to view their details.
  2. Click the More Actions button at the top-right and select Edit.
  3. In the slide-in window that appears you can insert, modify, or remove various fields' data.
  4. Once done, click Save at the bottom.

Export 

The Export option lets you export the data of this specific contact. Here's how to do it:
  1. Click the More Actions button at the top-right and select Export.
  2. A slide-in window will appear on the right side of the screen.
  3. Enter a file name for your export.
  4. Choose the file extension (such as .csv or .xlsx).
  5. Select the fields you want to include in the export.
  6. Optionally, enable password protection for the exported file.
  7. Click Export. The file will be prepared and downloaded.

Notes 

The Notes option allows you to add internal notes to a contact's record. These notes are for reference only and are not visible to the contact.

Adding a note 

  1. Click More Actions and select Notes.
  2. A slide-in window will appear. Enter your note in the text field.
  3. Click the Add Note button to save it.

Editing or deleting a note 

  1. In the Notes slide-in window, hover over the note you want to manage.
  2. Click the More Actions icon that appears on the note.
  3. Select Edit to modify the note, or Delete to remove it.
  4. If you select Delete, a confirmation pop-up will appear. Click Proceed to confirm the deletion.
NotesNote: Notes are internal to your Zoho Campaigns organization and are not shared with the contact under any circumstances.

Right of Access 

The Right of Access option lets you send the contact an email that gives them the ability to review and update their own contact information, or unsubscribe from your communications. This is useful for staying compliant with data privacy regulations.

Sending the Right of Access email 

  1. Click More Actions and select Right of Access.
  2. A confirmation pop-up will appear. Click Proceed.
  3. An email will be sent to the contact. The email contains a button that the contact can click to open a form in a new browser tab.
  4. In that form, the contact can update their contact field data or choose to unsubscribe.

Editing the Right of Access email and form 

To customize the email or form that the contact receives:
  1. Go to Settings from the Navigation Toolbar.
  2. Navigate to Signup Pages & Emails.
  3. Under the UPDATE PROFILE section, click Email to access the email template.
  4. Click Edit at the top-right to modify the email content.
  5. To edit the form instead, follow the same steps but click Form instead of Email in step 3.

Use case 

Imagine a contact reaches out and requests access to the data you hold on them, which is a right protected under regulations like GDPR. Rather than manually sharing their data, you can use the Right of Access option to send them a secure link instantly. They can then view and update their own information directly, and even unsubscribe if they choose. This reduces manual effort on your end while keeping the process transparent and compliant.

Delete 

The Delete option allows you to remove a contact from your Zoho Campaigns organization. When you click Delete under More Actions, a confirmation pop-up appears. Click Delete to proceed.

There are two ways a contact can be deleted depending on whether you select the Permanently delete this contact checkbox.

Temporary delete (default) 

If you click Delete in the pop-up without selecting the Permanently delete this contact checkbox, the contact is removed from your organization. However, this is not a permanent deletion. The contact's data is retained on Zoho's end, and if you re-add the contact later via import, sync, or manual addition, their existing data and activities will be automatically repopulated.

NotesNote: For example, say you deleted a contact who had First Name and Job Title filled in. If you later re-add them without entering those fields, the values will be auto-populated from the data stored at the time of deletion.

Permanent delete 

If you select the Permanently delete this contact checkbox and click Delete:
    ● The contact and all their associated data will be permanently removed from Zoho's systems after 15 days.
    ● This action cannot be undone and the data cannot be retrieved after the 15-day period.
    ● If you want to re-add this contact after permanent deletion, they would have to re-enter their details themselves through a signup form, an email campaign opt-in, or any other available means. Their past data will not be restored.

InfoUse case: Suppose a contact has previously received email campaigns from you but has since unsubscribed and requested that you no longer store their data in your system. Simply deleting the contact is not sufficient in this case. If you re-add them later, their data would be repopulated automatically. To honor their request fully and comply with data privacy laws such as GDPR's right to erasure, use the Permanently delete this contact option. This ensures that after 15 days, their data is wiped from the system permanently. If they ever wish to reconnect in the future, they would need to provide their details again via a signup form, an email campaign, or another means.

AlertImportant: Permanently deleted contacts cannot be recovered. Use this option only when you are certain the contact's data must be fully erased.

Overview tab 

The Overview tab gives you a snapshot of the contact's profile information, tags, and other field data, all in one place.

Personal info 

The Personal Info card displays the contact's key details including their email address, mobile number, company name, and address.
    ● To edit any of these fields, hover over the card and click the edit icon at the top-right. A slide-in window will open where you can update the contact's field data.
    ● To copy the email address or mobile number quickly, hover over the respective field and click the copy icon that appears next to it.

Tags 

The Tags section shows all tags currently associated with the contact. Tags help you label and categorize contacts for easier filtering and targeting.
    ● To add a tag, click Add tag. You can select from existing tags and click Save, search for a specific tag by typing its name and click Save, or create a new one by typing the tag name and clicking the Create button, then click Save.
    ● To add more tags after some have already been assigned, click the + button that appears next to the last tag in the Tags section.
    ● To remove a tag, click the x on the tag you want to remove.

Other info 

The Other Info section displays additional contact fields such as phone number, contact source, birthday, contact owner, and any custom fields you have configured.

By default, only a few fields are shown. Hover over this section and click Show All Fields to view the complete list of all contact fields and their values.

Associations 

The Associations card gives you a quick count of the topics, lists, and segments this contact is associated with. Clicking on any of these numbers will take you directly to the relevant sub-tab within the Associations tab, where you can view more detailed information.

Contact Scoring 

The contact scoring card displays this contact's contact score, which is calculated based on their engagement with your campaigns.
 
Contact scoring in Zoho Campaigns is a way to rank contacts by assigning them points based on their campaign activity and profile information. Actions like opening an email, clicking a link, or replying to a campaign earn the contact positive points, while negative scores can be assigned for undesirable actions. Scores can also be based on contact field data such as job title, company size, or location.
 
Based on their total score, contacts are classified into three categories:
    ● Most engaged - Contacts who consistently open campaigns, click links, and respond positively.
    ● Progressing - Contacts who engage with campaigns but not as frequently as most engaged contacts.
    ● Getting started - Contacts who are new or have minimal campaign interaction, resulting in a lower score.
The score shown here reflects where this particular contact stands. You can set up and manage scoring rules by going to Audience and selecting Contact Scoring.

NotesNote: Contact scoring is available for all users under the Professional plan. Scores are updated in real time as contacts perform campaign activities. More recent activity carries more weight than older activity.

Engagement Summary 

The Engagement Summary card provides a snapshot of how this contact has interacted with your campaigns over a selected time period. You can filter the data by campaign type (Email, SMS, or WhatsApp campaigns) and by time range (last 7, 30, or 90 days) using the drop-downs at the top-right of the card.

Here is what each metric means:
    ● Engagement Rate - The overall measure of how actively this contact interacts with your campaigns, factoring in opens, clicks, and other actions.
    ● Sent - The total number of campaigns sent to this contact in the selected period.
    ● Open Rate - The percentage of sent campaigns that the contact opened.
    ● CTOR (Click-to-open rate) - The percentage of opened campaigns in which the contact also clicked a link. This indicates how compelling the content was to them once they opened it.
    ● Reply Rate - The percentage of campaigns to which the contact sent a reply.
    ● Most Active Device - The device type (computer, mobile, tablet) most commonly used by the contact to engage with your campaigns.
    ● Primary Browser - The browser most frequently used by the contact when opening your campaigns.
    ● Primary Email Client - The email client (such as Gmail or Outlook) the contact primarily uses.
    ● Best Time to Send Emails - The time of day at which this contact is most likely to engage with your emails, based on their past activity. This is calculated in the contact's local timezone, determined by the country associated with their profile.
    ● Most Engaged Topics - The topics this contact has engaged with the most, shown with an engagement percentage.
    ● Least Engaged Topics - The topics this contact has the lowest engagement with, helping you identify areas where content may need improvement or where the contact's interest is low.

 
Deals Overview 

The Deals Overview card appears on the Overview tab when Zoho CRM is integrated with your Zoho Campaigns account and deals are associated with this contact in Zoho CRM. It gives you a quick summary of deal-related metrics for the contact, including total revenue, expected revenue, average days to close a deal, and the number of associated deals. For a full breakdown of all deals linked to this contact, head to the Deals tab.
NotesNote: This card will not display any data if Zoho CRM is not integrated or if no deals have been created for this contact in Zoho CRM.

Notes 

The Notes card on the Overview tab gives you a quick view of the internal notes added for this contact without having to open the Notes slide-in window. Each note displays the note content, the date and time it was added, and the name of the user who added it.
    ● To add a new note directly from this card, click + Add Note at the top-right.
    ● If there are more notes than what is currently visible, click View More at the top-right to see the rest.
    ● To edit or delete an existing note, click the three-dot icon on the note and select the relevant option.

 
Timeline tab

The Timeline tab gives you a chronological log of all activities associated with this contact. It is useful when you need to trace a contact's history, understand how they were added, track changes made to their data, or see how they have interacted with your campaigns over time.

Activities are listed in reverse chronological order, with the most recent at the top. Each entry shows a brief description of the activity along with the date and time it occurred. The types of activities recorded include:
    ● Contact Creation - when and how the contact was added to your organization
    ● Field Updates - changes made to the contact's field data, such as name, phone number, or country
    ● Email, WhatsApp, and SMS Campaigns - campaign sends, deliveries, opens, clicks, and other interactions
    ● Workflows - workflow-related actions triggered for this contact
    ● Forms - form submissions associated with this contact
    ● Score - changes to the contact's score
    ● Lists - additions or removals from lists
    ● Tags - tags assigned to or removed from the contact
    ● Deals - deal-related activity when Zoho CRM is integrated
    ● Events and Webinars - activity related to integrated event or webinar platforms like Zoho Backstage or Zoho Meeting
    ● Surveys - survey-related activity related to integrated apps like Zoho Survey
    ● Subscription type - changes to the contact's subscription type

 
Filtering contact's activities in the timeline

You can narrow down the timeline using the two controls at the top-right:

Filter icon - lets you filter by activity type.
You can select one or more of the following categories:

 
 
Contact Creation
Workflows
Field Update
Forms
Email Campaigns
Score
WhatsApp Campaigns
List
SMS Campaign
Tag
Deals
Events
Survey
Webinar
Subscription Type
 

Date filter - lets you filter activities by time period:
    ● Today
    ● Yesterday
    ● This Week
    ● Last Week
    ● Last 7 Days
    ● Last 14 Days
    ● Last 30 Days
    ● This Month
    ● Last Month
    ● Entire Duration
    ● Custom Range
Selecting Entire Duration will display all activities for this contact from the time your Zoho Campaigns organization was created.

Use cases 

Here are some use cases for when the filter option can be useful to filter the activities of a contact:
    ● A contact calls in to say they never received a particular campaign. You can filter by Email Campaigns to pull up only the campaign activity for this contact and quickly check whether the email was sent and delivered, or if it bounced.
    ● You notice a contact's data looks incorrect and want to find out when and what was changed. Filter by Field Update to see a clean list of every field change made to this contact, along with the exact date and time of each update.
    ● You want to check if a contact has been moving through your automation as expected. Filter by Workflows to see only the workflow-related activity and confirm whether the right steps were triggered at the right time.
    ● A contact claims they never changed their subscription preference, but they appear as unsubscribed. Filter by Subscription Type to find the exact moment the change occurred and how it happened.
    ● You want to review a contact's scoring history to understand why their score is high or low. Filter by Score to see every scoring event in isolation, without other activity cluttering the view.

 
Engagement tab 

The Engagement tab gives you a detailed breakdown of all campaigns sent to this contact, organized by channel.
You can switch between three sub-tabs:
    ● Email
    ● SMS
    ● WhatsApp
Use the date filter at the top-right to narrow down the campaigns shown. The available options are Today, Yesterday, This Week, Last Week, This Month, Entire Duration, and Custom Range.

In all three sub-tabs, you can sort the listed campaigns by clicking any column header. Clicking it once sorts in ascending order and clicking it again sorts in descending order.

Email 

Lists all email campaigns sent to this contact. For each campaign, you can see the campaign name, the date it was sent, and the following metrics:
    ● Sent - whether the campaign was sent to this contact
    ● Delivered - whether it was successfully delivered
    ● Opened - whether the contact opened it
    ● Clicked - whether the contact clicked any link in it
Click on a campaign name to open a slide-in window with further details. This includes a thumbnail preview of the email, the subject line, the date and time it was sent and by whom, a summary showing total opens, clicks, and replies, and a timeline of this contact's specific activity for that campaign such as when it was sent and delivered.

SMS 

Lists all SMS campaigns sent to this contact, showing the campaign name, the date it was sent and by whom, and the following metrics:
    ● Sent - whether the SMS was sent
    ● Delivered - whether it was successfully delivered
    ● Clicked - whether the contact clicked any link in the message
Click on a campaign name to open a slide-in window showing a summary of sent count, delivered count, and clicks, along with a date-wise timeline of activity for this contact.

WhatsApp 

Lists all WhatsApp campaigns sent to this contact, showing the campaign name, the date it was sent, and the following metrics:
    ● Sent - whether the message was sent
    ● Delivered - whether it was delivered
    ● Read - whether the contact read the message
    ● Clicked - whether the contact clicked any link in it
Click on a campaign name to open a slide-in window showing a summary of reads, replies, and failed counts, along with a date-wise timeline of the contact's activity for that campaign.

NotesNote: Only campaigns that were actually sent to this contact will appear in each sub-tab. If no campaigns have been sent via a particular channel, that sub-tab will be empty.

Associations tab 

The Associations tab shows all the topics, lists, and segments this contact is linked to, along with their engagement metrics for each. It is organized into three sub-tabs:
    ● Topics - topics this contact is associated with and has consented to
    ● Lists - mailing lists this contact belongs to
    ● Segments - segments this contact qualifies for based on criteria
In all three sub-tabs, you can sort the entries by clicking any column header to toggle between ascending and descending order.

Topics 

Each topic entry shows the topic name, its category, the contact's subscription status for that topic (such as Consented), and the following engagement metrics for campaigns sent under that topic: Engagement, Delivered, Open Rate, Click Rate, and Reply Rate. The Engagement column shows the percentage of campaigns under this topic that the contact has engaged with.

To associate a topic with this contact, click + Associate Topic at the top-right. A dropdown will appear where you can:
    ● Search for an existing topic by typing its name, select it, choose the lawful basis, and click Save
    ● Create a new topic by typing its name, click the Create button, choose the lawful basis, and click Save

Lists 

Each list entry shows the list name, the date it was mapped and by whom, and the following engagement metrics for campaigns sent to that list: Engagement, Delivered, Open Rate, Click Rate, and Reply Rate. The Engagement column shows the percentage of campaigns sent via this list that the contact has engaged with.

You can filter the metrics by campaign type using the drop-down at the top-right. The available options are Email Campaigns, WhatsApp Campaigns, and SMS Campaigns.

To associate a list with this contact, click + Associate List at the top-right. A dropdown will appear where you can:
    ● Search for an existing list by typing its name, select it, and click Save
    ● Create a new list by typing its name, click the Create button, and click Save

Segments 

Each segment entry shows the segment name, the date it was mapped and by whom, and the following engagement metrics: Engagement, Delivered, Open Rate, Click Rate, and Reply Rate. The Engagement column shows the percentage of campaigns sent via this segment that the contact has engaged with.

You can filter the metrics by campaign type using the drop-down at the top-right. The available options are Email Campaigns, WhatsApp Campaigns, and SMS Campaigns.
NotesNote: Contacts are added to segments automatically based on the criteria defined for each segment. You cannot manually associate a contact with a segment.

Deals tab 

The Deals tab displays all deals associated with this contact, pulled in from Zoho CRM. It gives you a sales-level view of where this contact stands in your pipeline, making it useful when you need to connect your marketing activity with actual revenue outcomes. This tab is particularly helpful when your marketing and sales teams work together and need a shared view of a contact's commercial relationship with your business.

This tab will display data only when you've integrated Zoho CRM and created deals for the contact there.
You can sort the deals by clicking any column header to toggle between ascending and descending order.

Column descriptions 

    ● Deal Name - The name of the deal as created in Zoho CRM, along with the date it was created and by whom.
    ● Deal Stage - The current stage of the deal in your Zoho CRM pipeline, such as Qualification, Proposal, Closed Won, or Closed Lost.
    ● Deal Type - Indicates the nature of the deal, for example, Existing Business or New Business.
    ● Days to Close - The number of days it took or is expected to take to close the deal.
    ● Total Revenue - The actual revenue value associated with the deal once it is closed.
    ● Expected Revenue - The projected revenue from the deal based on the deal amount and probability set in Zoho CRM.

Use cases 

    ● A contact has been receiving your nurture email campaigns for months. By checking the Deals tab, you can see whether those campaigns have contributed to a deal being created or moved forward in the pipeline, helping you measure the impact of your marketing efforts directly.
    ● Your sales team flags a contact as high priority. You can pull up the contact's detail view in Zoho Campaigns, head to the Deals tab, and quickly confirm the deal stage and expected revenue before deciding how to engage them next, all without switching to Zoho CRM.
    ● You want to tailor a campaign specifically for contacts with deals in a particular stage, such as sending a case study to contacts whose deals are at the Proposal stage. Checking this tab helps you verify an individual contact's deal status before including them in such a campaign.

NotesNote: Deals are created and managed in Zoho CRM. You cannot create or edit deals from within Zoho Campaigns. Any changes made to a deal in Zoho CRM will be reflected here automatically.