Customer contacts

While the default Shop email can be a good contact, it often isn’t as reliable as having direct lines to specific team members. Mantle lets you collect and manage multiple contacts for each merchant, giving you more reliable ways to reach the right people at the right time.

With proper contact management, you can:

• Build higher quality email lists
• Target specific roles within a merchant’s team
• Improve your support experience
• Drive feature adoption with the right users
• Deliver personalized onboarding

Understanding customer contacts

In Mantle, a “customer” typically represents a merchant shop, but each shop can have multiple team members who interact with your app. These team members are represented as “contacts” in Mantle.

Contact structure

Each contact record includes:

Field	Description
Name	The team member’s full name
Email	Their email for communications
Phone	Optional contact number
Address	Physical or mailing address details
Job Title	The contact’s position or role within the organization
Label/Role	A category like “primary”, “technical”, or “billing”
Associated Customers	Links to the merchant accounts this contact works with
Tags	Custom identifiers to help categorize or segment contacts
Notes	Additional information or context about the contact

Collecting this information helps you target the right person for each communication, rather than always defaulting to the shop’s primary email.

Adding contacts to Mantle

There are several ways to get contact information into your Mantle account:

Contact capture

The simplest approach is to enable Mantle’s automatic contact capture. In just a few steps, Mantle will automatically collect information about any member of a merchant’s team who opens your app:

1. Ensure you’ve set up the Mantle Pixel
2. Go to your Partner Dashboard, select your app and copy your Client Secret
3. In Mantle, go to App Settings for the same app and add your Client Secret
4. Test by opening your app with different staff accounts

A few things to note:

• Mantle only adds one contact per unique email address
• When Mantle detects a user is the shop owner, they’re set as Primary Contact
• All other staff are added with the role User
• Collaborators aren’t added to ensure contacts are real team members

Learn more about this feature in our Contact capture documentation.

Using the Identify API

For more control, use the /identify endpoint with the optional contacts parameter:

curl --request POST \
  --url https://appapi.heymantle.com/v1/identify \
  --header 'X-Mantle-App-Api-Key: string' \
  --header 'X-Mantle-App-Id: string' \
  --header 'Content-Type: application/json' \
  --data '
{
  "platform": "shopify",
  "platformId": "123456",
  "myshopifyDomain": "testshop.myshopify.com",
  "name": "testshop",
  "email": "[email protected]",
  "accessToken": "shpat_1234567890",
  "contacts": [
    {
      "label": "primary",
      "name": "Bruce Wayne",
      "email": "[email protected]",
      "phone": "1234567890"
    },
    {
      "label": "technical",
      "name": "Alfred Pennyworth",
      "email": "[email protected]",
      "phone": "1234567890"
    }
  ]
}
'

This approach lets you programmatically update contacts whenever you identify your customers. For full details and options, check out the Identify API reference.

CSV import

If you already have contact information in a spreadsheet:

1. Format your CSV with the necessary columns (shop domain, contact name, email, etc.)
2. Go to Customers → Import in Mantle
3. Upload your CSV file

Mantle will process your file and link contacts to the appropriate customer records.

Manual addition

For one-off additions or special cases:

1. Navigate to the customer profile in Mantle
2. Find the Contacts section
3. Add a new contact with their details

Managing contacts

To access and manage your customer contacts in Mantle:

1. Go to Customers in the left side navigation
2. Click Contacts to view all contacts across your customer base

Once there, you’ll be able to see all your contacts, filter them, and create new ones:

Individual contacts are displayed in the customer profile as contact cards:

Contact roles

Organize contacts with roles that reflect their function:

Role	Description
Primary	The main decision-maker (typically the shop owner)
Secondary	Alternative contacts when the primary is unavailable
Billing	For payment-related communications
Technical	Team members who handle technical aspects
Sales	Staff responsible for purchasing decisions or account expansion
Customer support	Team members who handle merchant support requests
User	Regular staff members who use your app
Intake	New merchants or contacts in the onboarding process

Updating contacts

Keep contact information current by:

• Running your identify process regularly
• Setting up automatic contact capture
• Importing updated data via CSV when you have bulk changes
• Manually updating when you learn of changes

Remember that outdated contact information can lead to missed communications and opportunities.

Best practices

Combine approaches for best results

While Contact capture is convenient, it only works when staff members actually open your app. For most complete coverage:

1. Enable Contact capture to automatically gather new contacts
2. Use the Identify API to ensure basic contact info is always present
3. Manually add contacts from sales or support interactions

Ready to put your contacts to work? Check out our email guide to learn how to leverage your contacts for targeted communications.