Contacts & Segments

Contacts & Segments helps you manage the people you communicate with through Kero. You can create contacts individually, import contact information from a spreadsheet, store additional details using custom fields and organise contacts into segments for targeted messaging. Your contacts can also be used to personalise messages, start conversations and send campaigns.

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Understanding contacts and segments

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Contacts

A contact is a person or recipient whose information is stored in your Kero account. Each contact can include:

• First name and last name — Identify the recipient.
• Mobile number — Used to send messages to the contact.
• Email address — Additional contact information.
• Custom fields — Store information relevant to your business, such as an account number, customer reference or appointment date.

You can create contacts individually or import multiple contacts from a CSV or Excel file.

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Segments

A segment is a group of contacts that you can use to organise recipients and select them for messaging campaigns. For example, you might create segments for:

• Customers in different regions or branches.
• Parents or guardians at different school campuses.
• Customers interested in particular products or services.
• Recipients of a specific marketing campaign.

A contact can belong to more than one segment.

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How contacts are used in Kero

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Personalise your messages

Contact fields can be used to personalise message templates. For example, you can use a contact’s first name, account number or appointment date to include recipient-specific information in a message. When preparing a campaign, you can map message parameters to the corresponding contact fields.

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Start individual conversations

You can open a conversation directly from a contact record. This makes it easy to communicate with an individual recipient using your configured messaging channels.

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Send campaigns

Kero allows you to select campaign recipients in two ways:

• Individual contacts — Select specific contacts from your Contacts list.
• Contact segments — Use an existing segment to select a group of recipients.

Segments are particularly useful when you regularly communicate with the same groups of customers.

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Managing contacts across Kero accounts

Contacts and segments belong to the Kero account in which they are created. If you have access to multiple interconnected Kero accounts, make sure you select the correct account before creating, importing or managing contact information. Contacts and segments are not automatically shared between your Kero accounts.

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Before you begin

Before adding contacts to Kero:

1. Prepare your contact information. Make sure mobile numbers are accurate and include the correct international country code.
2. Consider additional fields. If you need to store information beyond the standard contact fields, you can create custom fields under Settings → Contact Columns.
3. Plan your segments. Consider how you want to group recipients for future campaigns.
4. Check messaging permissions. Make sure you have the appropriate consent or other lawful basis to contact recipients through your intended messaging channels.

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Managing contact data responsibly

Keep your contact information accurate, relevant and up to date. When managing contact data:

• Use contact information only for legitimate business purposes.
• Respect recipients’ communication preferences and applicable consent requirements.
• Update contact details when information changes.
• Remove contacts or segment memberships that are no longer required.
• Make sure you are working in the correct Kero account.

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Getting started

If you’re new to Contacts & Segments, start by creating your first contact or importing an existing contact list. Once your contacts are available in Kero, you can organise them into segments and use their information when preparing Direct Messages and Campaigns.