How do I manage my contacts in Hotmart Send?

Within the Email information filter, some fields help identify whether a contact can receive communications and what their status is in your database.

Bounce status indicates delivery failures:

• Soft bounce: temporary failure, such as a full inbox.
• Hard bounce: permanent failure, such as an invalid email address.
• Spam bounce: when the message is marked as spam by the recipient or rejected by the provider before delivery.

Subscription status indicates whether the lead is authorized to receive emails:

• Confirmed: the contact completed the subscription and can receive emails.
• Pending: the lead has not yet confirmed the subscription when the form uses double opt-in.
• Removed: the contact unsubscribed from the database and no longer receives communications.

Contact status (enabled or disabled) is related to account limits. When the number of leads exceeds the plan limit, new contacts are disabled and do not receive emails, even though they remain visible in the database.

Engagement indicates the level of interaction each lead has with emails sent through Hotmart Send.  This indicator is presented as a percentage, ranging from 0% to 100%, and is automatically updated based on the contact’s behavior over time.

The engagement calculation mainly considers:

• Email opens.
• Clicks on links within messages, which carry more weight in the calculation as they indicate higher interest.

Based on this percentage, you can identify more active leads, contacts with low recent interaction, and audiences that may require specific actions, such as re-engagement campaigns.

The engagement level can be used as a filter criterion to organize your database, segment sends, and define communication strategies more aligned with contact behavior.

Allows you to find leads based on additional information collected during registration, such as name, phone number, city, or other custom fields.

Segments are groups of leads created from the combination of one or more tags.

This filter allows you to identify contacts who are already part of a structured segment or those who have not yet been included in any segment. It is useful for reviewing database organization and understanding which leads already meet the criteria defined for specific sending strategies.

To learn more about segmentation, check out this article.

With this filter, you can identify the lead’s source when more than one form or landing page is active.

This filter displays leads captured by affiliates through HotLeads or directly by the creator, helping you understand the origin of your database.

When the frozen leads option is enabled in a campaign, Hotmart Send organizes sending by prioritizing contacts with recent interaction.

In this setup, emails are first sent to leads who are not frozen. Then, frozen leads receive the same message with an approximate one-hour delay, both for immediate and scheduled sends.

This separation helps distribute sends more evenly, without removing frozen leads from the database.

No. Frozen leads are defined based on not opening the last 30 emails, regardless of the engagement percentage shown.

Engagement, on the other hand, represents the lead’s level of interaction with emails over time as a percentage. Both metrics are used together to support decisions about segmentation, database organization, and sending strategy.

Before starting the import, make sure the spreadsheet is in a format accepted by the platform:

• Allowed formats: .CSV, .XLS, or .XLSX, up to 5 MB.
• The first row must contain the column headers in plain text.
• The email field is required and must be in lowercase.
• Cells must contain only text, without emojis or special characters.
• To add more than one tag to the same lead, separate tags with | |.

Tip: if needed, you can download a spreadsheet template directly from the Hotmart Send import area, in the All leads section. To do this, click Import/Export > Import from a file and, on the next screen, click Download the XLSX template file.

To import contacts, follow the steps below:

1. Within the Hotmart Send environment, select Contacts in the left-side menu and then All leads.
2. Select Import/Export and then Import file.
3. Click Select file, select the spreadsheet from your device, and wait for the upload to complete.

After uploading the file, the system will display the fields identified in the spreadsheet so you can confirm the mapping with Hotmart Send fields. At this stage, you can also choose to update contacts that already exist in your database.

Next, you must select a required tag to identify the imported leads. Even if your spreadsheet already includes a tags column, this step is mandatory.

After reviewing the information, click Complete import.

After starting the contact import, Hotmart Send processes the file and displays the results in the Import history, available in the contacts section. This tracking helps you understand how many leads were added to your database and whether any errors occurred during the process.

During processing, the import may show the following statuses:

• Processing: the import is still in progress.
• Completed: the file has been fully processed, even if some contacts were not added to the database.
• Failed: the system could not complete processing within the expected time. In this case, you need to perform a new import.

Some contacts may not be added to the database because Hotmart Send performs automatic validations to maintain data quality and protect email deliverability. The most common reasons for rejection include:

• Duplicate emails in the spreadsheet.
• Invalid email address format.
• Nonexistent domain or one that does not accept messages.
• Server response indicating the email does not exist.
• Low-quality or high-risk email addresses.
• Temporary server connection failures.

When an import has rejected contacts, you can export the list of failed contacts directly from the history. To do this:

1. On the History screen, locate the row for the import that had rejections.
2. Click the three-dot menu on the right.
3. Select Summary and then click Export failed contacts (leads).

The generated file shows which leads were not imported and the reason for each rejection, allowing you to correct the data before trying again.

To export your contacts in Hotmart Send, there are two options, depending on the type of export you want to perform. See how to do it below:

1. Within the Hotmart Send environment, select Contacts in the left-side menu and then click on All leads.
2. Choose one of the following options:
   • Export all contacts: click Import/Export and select Export all contacts.
   • Export part of the database: click Filter, apply the desired filters, and confirm by clicking Apply.
3. If you choose to export part of the database, use the Select all option to ensure all filtered contacts are included in the export. Then, click the Export icon.
4. After choosing the database (full or filtered), a side menu will appear for you to select which fields you want to include in the file, such as name, email, subscription date, and other available data. 
5. Click Export to finish.
6. The file download will start automatically in your browser.

To ensure proper visualization of the exported data, it is recommended to open the file in Google Sheets. After downloading:

1. Go to http://docs.google.com/spreadsheets.
2. Click Upload and select the exported file.
3. The spreadsheet will load with the correct structure and the fields selected at the time of export.

Important: the export reflects exactly the data available in the database at the time the file is generated. If you need different information, you will need to perform a new export by adjusting the filters or selected fields.

Yes. Contact import is available for all Hotmart Send users, including those on the free plan.

However, it is important to note that the free plan has a limit on active leads. If this limit has already been reached, you will be able to import new contacts, but you will not be able to interact with all of them until you free up space in your plan or upgrade to a paid plan.

During the import process, Hotmart Send performs automatic validations to ensure database quality. Duplicate, invalid emails, those with nonexistent domains, or with delivery risks may be rejected.

Yes. During the import process, you can choose to update contacts that already exist in your database. In this case, the information from the imported file replaces the previous contact data, according to the selected fields.

Yes. You can apply filters before exporting to generate a file with only the contacts that match the selected criteria.

No. When selecting contacts after applying a filter, initially only the leads displayed on the current page are selected. To include all contacts returned by the filter, you must use the Select all option before exporting.

The unsubscribe option is recommended when the contact should no longer receive emails but still needs to remain in the database, such as in cases of user request, lack of recent engagement, or a strategy to pause sends. The delete option should be used when the contact no longer needs to be kept, such as leads with invalid emails, recurring hard bounces, or data that is no longer relevant to your database. Deletion is permanent and cannot be undone.

To find leads that have remained in pending status for more than 30 days, use the filters available in the contact list:

• In Subscription status, select Pending.
• In Subscription date, define a period longer than 30 days.

After applying the filters, select the displayed contacts and use the Delete option to remove them from the database.

Warning: this action is irreversible. When you delete a lead, all associated information is permanently removed and cannot be recovered.

Repeatedly sending emails to contacts with hard bounce or spam bounce can impact your account’s sending reputation. In some cases, this may result in temporary restrictions on sending capability. For this reason, it is important to monitor bounce status and avoid sending to leads with permanent delivery failures.

Not always. Since soft bounce indicates a temporary failure, it is recommended to monitor recurrence before deciding to delete the contact.

Yes. Engagement is automatically updated after sends, based on the most recent interactions, such as opens and clicks.

Frozen leads are contacts who have not opened the last 30 emails sent through Hotmart Send. This status helps identify leads with no recent interaction without needing to remove them from the database. These contacts remain available for actions such as export or re-engagement strategies.

When the contact limit of your plan is reached, new leads added to the database are marked as disabled. These contacts remain visible but do not receive emails until space becomes available or the plan is upgraded.