Audiences

What an audience is for

An audience is a saved group of people. Use it to organize a list without making every person a CRM contact, select recipients in a WhatsApp campaign, or collect leads from an ad into a chosen group. The same person can belong to more than one audience.

An Audience member and a Contact are different person types. Adding a new person by hand, through an audience import, or through a WhatsApp audience source does not by itself promote that person to Contacts. An existing contact can also belong to an audience without becoming a separate duplicate contact.

Important: A saved audience is not the same as a paid-ad platform's targeting settings. It is also not proof that its members consented to receive messages.

Choose a guide

What you want to do	Guide
Create a named audience, choose its language, rename it, merge lists, or delete the audience	Create and manage an audience
Add a person, link a matching contact, import CSV or XLSX, or move and remove members	Add and manage people
Understand preferences, activity, notes, insights, WhatsApp sync, recipient selection, and ad-lead routing	Use audiences
Manage a person's CRM record rather than an audience membership	Contacts and CRM

Find and open an audience

1. Open Audiences. The list is at /audiences.
2. Use Search audiences to find a list by name. Clear search removes the search text.
3. Review Name, People, Source, Language, and Last send. Sources can be Hand-built, WhatsApp group, WhatsApp label, or Phone contacts. A missing language or last-send value appears as a dash.
4. Click an audience name. Its detail page opens at /audiences/<id>. The header shows its people count, Owner, and an access badge: Yours, Shared with you, or Team. A synced audience also shows its source and last-sync time.
5. Use Audiences above the header to return to the list.

On a phone, the list uses audience cards rather than a wide table. Within a detail page, Actions contains management commands; larger screens also show Add person and Import directly.

The five detail tabs

All five tabs are inside the same /audiences/<id> page; they are not separate audience URLs.

Tab	What you can do there
People	Search members, filter by email, email agreement, tag, or an audience field; open an accessible person's record; select members for actions.
History	Review membership changes and other recorded events, plus Growth over the last 12 weeks with joined, left, and unsubscribed totals.
Preferences	Set language, preferred channel, sending hours and days, assistant writing guidance, email-click promotion, audience fields, and permitted sharing.
Notes	Read audience-level notes; with management access, add or delete notes. These are not a person's individual CRM notes.
Insights	Review recorded sends and their recipient, accepted, clicked, and unsubscribed counts. Email sends can also show Top clicked links.

See Use audiences for the controls and empty states in these tabs.

Who can view or change an audience

Audience visibility depends on ownership, explicit sharing, and whether the audience owner's seat is paid by the workspace. Workspace-paid owners' audiences are visible to the workspace; a self-paid owner's audience is not automatically visible to everyone.

• A viewer role is read-only: it cannot create audiences or manage their contents.
• A non-viewer can manage an audience they own or one shared with them.
• For workspace-visible audiences, workspace owners, admins, and members can manage content and preferences.
• Deleting an audience, managing its shares, and merging it require stronger rights: the audience owner, or a workspace owner/admin for a workspace-paid audience. Sharing alone does not grant those rights. Shared audiences are not selectable for merging in the list.
• Access to an audience does not reveal every member's private CRM details. Private contact or limited, non-clickable details can appear when the underlying contact is not shared with you.

See Team and workspaces for workspace roles. If a command is missing, check your role and the audience's access badge before trying another path.

Pick the right action

• New audience creates an empty, named audience. It does not send anything.
• Import on the audience list creates a new audience from a file. Import inside an audience adds to that audience.
• Remove from audience removes selected memberships only; the people remain in their other audiences and, if applicable, Contacts.
• Delete person is different: after confirmation, it deletes eligible audience-tier people and removes them from all audiences. Contacts cannot be deleted with this command.
• Delete audience deletes the list, not its people from Contacts or other audiences.
• Promote to contact changes an eligible audience member into a CRM contact; audience membership is not the same as promotion.

If something goes wrong

• No audiences yet. Import a file or keep WhatsApp groups as audiences. means there are no audiences visible to you. Create one or use a supported population method; an empty list is not a send failure.
• No matching audiences. means the search has no matches. Use Clear search before creating a replacement list.
• Could not load audiences. has a Retry action. A loading failure is not evidence that an audience was deleted.
• You can't change this audience. means the requested operation is not permitted with your current access. Ask the audience owner or workspace administrator for the appropriate access.
• A synced audience with no people yet may still be waiting for WhatsApp sync. Its header's last-sync information helps distinguish that from a hand-built empty list.

Related pages

• Create and manage an audience
• Add and manage people
• Use audiences
• Connections and destinations
• Paid ads