Contacts Assistant
The Contacts Assistant is an AI-powered segmentation tool that lets you find specific groups of customers by describing what you're looking for in natural language. Instead of building complex filters manually, just tell the AI which segment you need and it will find it for you.
How does it work?
When you open the Assistant, you'll see a side panel with the prompt: "Which segment do you want to analyze today?"
The Assistant panel is open by default when you enter Contacts. (You can hide or show it at any time by clicking the icon in the top right, next to the three-dot menu ⋮.)
Describe the segment you're looking for in the text field. You can use natural language, for example: "Customers who expressed gratitude, satisfaction, or positive comments about the service."
Select the period of analysis using the calendar selector (e.g., 30 days).
Click the send button and the AI will start analyzing your contact base.
During analysis you'll see the "ANALYZING AND SEARCHING WITH AI" animation along with a carousel of Platica's capabilities.
Analysis Results
Once the AI is done, the panel shows a list of contacts that match your search:
| Element | Description |
|---|---|
| Contact name | Name of the matched contact |
| Match percentage | How relevant the contact is to your search (e.g., 40%, 39%) |
| Time | How long ago the relevant interaction happened (e.g., "20 days ago", "3 days ago") |
| Preview | Snippet of the conversation that triggered the match |
Results are sorted by match percentage, with the most relevant contacts shown first.
Selecting Contacts
Select All
At the top of the panel, click "Select all (N)" to mark every contact found. The text will change to "Deselect all (N)" and each contact will show a green ✓ on its left.
Individual Selection
Click the checkbox to the left of each contact to select or deselect it individually.
When you have contacts selected, you'll see the "N contacts" counter at the bottom with two action buttons.
Actions on Results
Once you've selected the contacts in the segment, you can run actions directly from the Assistant:
Add Tags
Click "Add tags" to open the tagging modal:
- Search or create tag: Type to search existing tags or create a new one
- Tags to add: Shows the tags selected in the list
- When you confirm, the tags will be added to all selected contacts
Any tags each contact already has will be kept.
Remove Tags
Click "Remove tags" to remove tags from the selected contacts:
- Search tag to remove: Find the tag you want to remove
- Tags to remove: Shows the tags selected for removal
- When you confirm, the tags will be removed from all selected contacts
The contacts' other tags will be kept.
This flow is very powerful: ask the AI to find a segment → select all → add a specific tag → use that tag to launch a mass WhatsApp campaign. All without leaving the Contacts section.
Quick Segments
To speed up the most common searches, the Assistant offers predefined tags at the bottom that you can use with a single click:
| Segment | Description |
|---|---|
| Satisfied customers | Contacts who expressed satisfaction in their conversations |
| Purchase intent | Contacts who showed interest in purchasing a product or service |
| Asked for a discount | Contacts who asked for promos or discounts |
| Complaints or frustration | Contacts who expressed dissatisfaction or problems |
| Comparing competitors | Contacts who mentioned comparing with other options |
| Interest in plans | Contacts interested in service plans or subscriptions |
| Pricing questions | Contacts who asked about costs |
| Ready to close | Contacts with a high probability of conversion |
| Asked for improvements or new features | Contacts who requested product changes |
| Expressed product doubts | Contacts who showed uncertainty |
The tags are shown as scrollable buttons at the bottom of the panel. You can navigate through them with the › arrow.
The predefined tags are a starting point. You can write any custom description in the text field to create segments tailored to your business.
Panel Tools
New Search
Click "New search" (top right corner) to clear the current results and start a new segmentation from scratch.
Analysis Period
The calendar selector (e.g., 30 days) defines the time range the AI analyzes. You can adjust it to your needs:
- 7 days — For immediate follow-up and recent opportunities
- 30 days — For monthly campaigns and trend analysis
- Longer periods — For historical analysis and reports
Resize the Panel
The expand icon (↗) in the top right corner lets you grow or shrink the Assistant panel to see more results at once or leave more room for the contacts table.
Practical Use Cases
Prepare a Marketing Campaign
"Customers who asked about product X but didn't complete the purchase in the last 15 days." → Select all → Add tag "March Campaign" → Create a campaign with that tag
Detect At-Risk Customers
"Customers who expressed complaints or frustration this week." → Select the most urgent ones → Add tag "Priority attention"
Find Hot Leads
"Contacts who requested a quote and showed purchase intent in the last 7 days." → Select all → Add tag "Hot lead" → Assign a sales owner