Contacts and enrichment with Google Sheets

Every time someone writes to you for the first time, Wando automatically creates their contact. From the Contacts section you have your customer base centralized, with phone number, name and email.

Automatic contact creation

• A new contact is created automatically when the first message is received.
• It is identified by its phone number.
• You can complete and edit its data manually whenever you want.

Enrichment from the message

If a customer mentions their email in the conversation, Wando detects it and can use it to enrich their profile automatically, without you having to enter it by hand.

Synchronization with Google Sheets

Wando can synchronize contacts with a Google Sheets spreadsheet periodically. This helps keep your base aligned with the information you already have in your spreadsheet (for example, existing customer data).

• The synchronization runs automatically every so often.
• The data matching is done by a customer identifier.
• It helps enrich contacts with information from your spreadsheet.

What happens if two people write from the same number?

It's a more common case than it seems: a shared phone in a house, a shop with a single cell phone for everyone, a number that changed hands. Wando identifies the contact by the number, so from your side you'll see a single contact with all the history together.

Can it be separated? Not automatically, because the system has no way of knowing who is writing on the other side. What you can do is edit the contact's name and, if it helps, note in the conversation who you're talking to at each moment. If the volume of that shared number is high, it's worth evaluating whether it would help to ask each person for their own channel.

The reverse also happens: the same person who writes to you from their cell phone and from the office number will appear as two different contacts. That's the cost of identifying by phone, and it's what makes creation automatic and not dependent on someone entering data by hand.

What happens with the contacts you already had loaded before using Wando?

Wando doesn't delete or overwrite the database you already have. The contacts that already existed in your spreadsheet are still there, and the synchronization with Google Sheets is precisely for cross-referencing that information with the contacts that are created on their own from WhatsApp.

The cross-reference is done by a customer identifier. That means that if in your spreadsheet you have a customer with their phone number and that same phone number writes to you via WhatsApp, the data can be matched and merged instead of being duplicated.

What the sync does not do is guess. If the phone number is written differently in your spreadsheet (with or without country code, with hyphens, with spaces), the match can fail and you will end up with a duplicate contact. Before relying on the sync, check that the phone format is consistent across the whole sheet.

• Your existing contacts are not deleted or replaced.
• The match relies on a customer identifier.
• An inconsistent phone format in the spreadsheet creates duplicates.

A complete example, end to end

Think of a health food store that already had a spreadsheet with 400 customers and their phone numbers. It sets up the Google Sheets sync once. From then on, when a known customer writes on WhatsApp, Wando creates the contact automatically and matches it with the row that already existed in the spreadsheet: no duplicate is left.

If the customer mentions their email in the conversation, Wando detects it and can enrich the record with that data. If the customer is new and was not in the spreadsheet, they are still created in Contacts, and on the next sync run they are added to the sheet.

Over time, the spreadsheet and the Wando database stay aligned without anyone copying and pasting by hand. That is the point: the spreadsheet stops being a file that ages and becomes just another view of the same database. If you want to see the details of the setup and the plans, they are at wando.online/pricing.

The mistakes that make the sync useless

Almost all sync problems come from the spreadsheet, not from Wando. These are the most common ones and how to avoid them.

If after checking everything the sync still doesn't reflect the changes, the problem may be on the credentials or Google connection side, and there the resolution time varies depending on the case: there is no guaranteed deadline. The sign that you need to escalate to support is that the setup is correct and even then no changes appear after a full cycle.

• Phone numbers written in different formats: unify the format across the whole sheet before syncing.
• Rows with an empty phone number: they can't be matched with anything, review them.
• Columns moved or renamed: the sync expects a stable structure.
• Editing the spreadsheet right while the sync is running: wait for it to finish.
• Duplicate contacts in the spreadsheet itself: the sync doesn't merge them with each other, unify them beforehand.

What is the point of keeping contacts organized?

An organized contact base is not an end in itself. It's what allows you to use the rest of Wando's features meaningfully: sending a campaign to a specific group, segmenting by tags, seeing statistics that actually mean something.

If contacts are duplicated or half-completed, campaigns reach the same person twice and the statistics show you an inflated number. That's why the work of keeping the base clean pays off once you start using templates and campaigns.

Tags are the most practical way to segment. You don't need a perfect taxonomy: two or three tags that you actually use are enough, for example customer type or area. A tag nobody uses is just noise on the profile.