Contacts: folders, moving and deleting

ES EN

Copy page

The Contacts folders

Above the list there are tabs, each with its count:

• Contacts: your customers and real people. Inside, Identified (with email, phone or WhatsApp), Unidentified (for example, from the website chat without details) and Duplicates (possible duplicates to review).
• Automated: senders that only send automatic email (newsletters, notices, no-reply, auto-replies, bounces, advertising).
• Spam: marked as spam or arrived with phishing.
• Anonymised: deleted contacts of which a record without personal data is kept (see below why).

Each contact's card always shows which folder it is in.

Selecting several

Tick the boxes on the left (or the one at the top to select everyone on the page). A bar appears at the bottom that follows you as you scroll, with Move to and Delete. Only people who can see all conversations in the workspace see it.

Moving to another folder

• To Spam: the contact leaves the normal list and the sales pipeline, and its address is blocked in your email mailboxes: anything it sends again goes straight to the Spam tab, with no alerts or AI reply. It works even if the contact has no conversations. Its email conversations also go to Spam, and you can tick the box to move the emails to your mailbox spam folder.
• Out of Spam (to Contacts or Automated): it is unblocked, its conversations go back to the inbox and its address becomes "Trusted", just like "Not spam".
• To Automated: only the folder changes. The AI doesn't reply to emails in this folder.

The folder you choose by hand is respected: later emails no longer change it automatically.

Deleting contacts

When deleting, MuseRelay checks whether there was any relationship with that contact: conversations, appointments, tickets, consents, sends or privacy requests.

• No relationship at all (for example, a spam sender whose conversations you already deleted): it is deleted completely, leaving no trace and not appearing in "Anonymised".
• With a relationship: it is anonymised. Its name, email, phone and other personal data are erased, and a record without identifiable data stays in "Anonymised".
• Contacts with open conversations are not deleted; the notice tells you so you can close them first.

Deleting doesn't block. If that address writes again, it comes in as a new contact and goes through the normal filters (spam, phishing, automated). If you don't want to receive it again, move it to Spam; you can delete it afterwards if you like, and the block stays.

Why do “Anonymised” contacts exist?

The GDPR gives you and your customers the right to have data erased (Article 17), but it also requires you to be able to prove what you did (accountability, Article 5.2) and to keep some records for legal obligations: an appointment that was invoiced, a consent you relied on, a complaint ticket or the erasure request itself. That's why, when there was a relationship, MuseRelay doesn't blindly delete the record: it erases the personal data and keeps an anonymous record that lets appointments, tickets and usage add up, and proves the erasure was done. Nobody can tell who it belonged to.

When there was no relationship at all, there is nothing to prove or keep, so it is deleted completely.