The Contacts module is the "Single Source of Truth" for your business. It is a living history of every interaction, preference, and transaction associated with a person or organization.
The list loads in pages rather than pulling every contact at once, so large databases open quickly. Use the rows-per-page control to switch between smaller or larger page sizes.
Organizing Your Database
1. Smart Lists and Segmentation
Use Smart Lists to group contacts based on dynamic criteria like "Created Date," "Owner," "Source," or "Status." Every smart list you create appears immediately in the smart-list pills and dropdown, no matter how many lists or contacts the workspace has.
Empty / not-empty filters: the filter panel has a Field is empty / has a value section. Set any of Email, Phone, Website, Business name, Address, City or Source to "Has a value" or "Is empty" to build lists like "everyone without a phone number". Rules combine with all other filters and show as removable chips.
Exclude pipelines: under the Pipeline dropdown, the Not in these pipelines list lets you tick one or more pipelines to hide. Contacts in any ticked pipeline are excluded, while contacts with no pipeline are kept — useful for "everyone not already in Sales or Reactivation".
Filtering by pipeline: the Filter contacts panel has a Pipeline dropdown above Pipeline stage. Pick a pipeline to narrow the stage list to that pipeline only; leave it on "All pipelines" and the stage list stays grouped under each pipeline's name, so identically named stages (e.g. several "New Lead" stages) are easy to tell apart.
2. Standard & Custom Fields
Every contact includes standard fields: Business Name, Name, Email, Phone, Website, and Address.
- Custom Fields: Configure global custom fields in Settings → Custom Fields to track data specific to your business (e.g., "Industry," "Lead Score").
3. Tags
Labels for quick filtering and triggering automation (e.g., "VIP," "Event-Attendee").
The Full-Screen Contact Drawer
Opening a contact reveals a comprehensive drawer with several tabs for deep management:
Overview: Basic contact details, business name, website, and primary contact info.
Activity: A chronological feed of emails, SMS, and page visits.
Communication: The contact's full call, SMS and email history, rendered with exactly the same bubbles and timestamps as the Conversations inbox - relative times ("2 hours ago") with the full date and time on hover, colour-coded call outcomes, inline recording playback, and collapsible quoted email text.
AI Assistant: Interact with the assigned AI agent for this contact.
Knowledge: Access the Knowledge Tab (lead_facts), a per-contact knowledge base the AI can read and write to for hyper-personalized context.
Billing: View invoices, payment status, and use the "Charge Now" button to process a payment instantly.
Tasks: Manage to-dos specific to this contact.
Notes: Internal team notes and activity logs (calls and SMS are auto-logged here).
Assigning Contacts
Every contact can be assigned to a specific user in your team, ensuring clear ownership and accountability.
Business owners and admins can access contacts for the clients they manage, even when they are not added as a team member inside each individual client.
Data Hygiene and Maintenance
- Duplicate Detection: Scans for identical emails or phones with "One-Click Merge."
- Merge contacts with the same phone number: In Settings → Contacts, the Merge contacts with the same phone number toggle (on by default) makes every inbound lead - external webhook, public form, API, import or lead-ads submission - update the existing contact when the phone number already exists. The new answers are added to that contact's timeline instead of creating a second record, so nobody gets a duplicate live-transfer call sequence. Turn it off to keep each submission as its own contact.
- Match duplicates on: In Settings → Contacts, choose whether a repeat submission counts as the same person when phone and email both match (strict, the default) or when either matches. When a duplicate is merged, the submission is still recorded and its tags are applied to the existing contact, and a fresh live-transfer flow is started for the new enquiry.
- Inbound contacts: In Settings → Contacts, the Create a pipeline opportunity for inbound calls and texts toggle (off by default) decides whether someone who calls or texts your number is added to your pipeline as a new opportunity. Turn it on if you want inbound callers and texters on the board; left off, they are saved as a contact only - they still appear in Contacts and in the conversation thread, just not on the board. Inbound callers and texters are never auto-dialled by live transfer, whichever way this is set.
- Bulk stage moves: selecting contacts and choosing Move to stage now also switches the contact to the pipeline that stage belongs to, so cross-pipeline moves land correctly.
- Bulk Actions: Perform updates, exports, or deletions on multiple records at once. Deleting a contact/opportunity removes it from the list while preserving linked history such as calls, appointments, invoices, proposals, documents, and form submissions without keeping them attached to the deleted record.
- DND (Do Not Disturb): Manage marketing consent. Toggles live on every contact record for All channels, Email, SMS, and Calls independently - when any is on, manual and automated sends on that channel are blocked with a "Do Not Disturb on" error.
- Auto opt-out (STOP / Unsubscribe): In Settings → AI & Automations, keep the opt-out handler enabled and edit the keyword list. When an inbound SMS matches any keyword (default:
stop,unsubscribe,cancel,end,quit,stopall,opt out), the contact is auto-flipped to DND and pulled out of every active automation.
Relationships: Contacts vs. Companies
Link multiple individual Contacts to a single Company record to see "Total Account Value" and aggregated communication history.
Import and Export
CSV Import: Move data from Excel or another CRM with an intelligent mapper and progress-tracked batching for large files. Mappable fields include name, business name (used as the name when no name column is mapped), email, phone, website, city, state, zip/postal code, address, source, value, notes and pipeline stage. Choose what happens when a contact already exists (match on email or phone): Skip, Merge (default - appends the CSV notes, applies the mapped stage, and fills blank fields only) or Overwrite. Bad rows never stop the import; you get a summary of created, merged, skipped and failed rows, with failures listed and downloadable.
Import progress: A floating "Importing X of Y" indicator stays on screen while an import runs, even if you close the import dialog or move to another page. Keep the browser tab open until it finishes; you'll get a toast when it completes.
Integrations: Sync in real-time with Google Contacts, Outlook, or iCloud.
Permissions and Privacy
- Visibility Rules: Set contacts to "Private" (owner-only) or "Team" (shared).
- Export Protection: Restrict CSV exports to high-level admins.
- GDPR Compliance: Built-in tools for "Right to be Forgotten" requests.
FAQs
How many contacts can I store? Starter plans include 10,000 contacts; Growth and Scale plans offer significantly higher or unlimited storage.
Can I recover a deleted contact? Yes, deleted contacts are moved to "Trash" for 30 days before permanent erasure.
Pipeline and stage on the contact card
- The contact card shows the pipeline name the contact currently sits in, alongside their stage.
- Click the stage badge to move the contact to a different stage in that pipeline.
- Use Move pipeline to switch the contact to another pipeline (they land in its first stage).
Date created
Every contact stores the date it was created. It is shown as Date created in the contact details panel, and can be switched on as a Created column on contact and pipeline cards from your card display settings.
Live transfer schedule
When a contact has live-transfer history, the Overview tab shows the completed and upcoming calls. Use Remove from live transfer beneath the schedule to cancel every remaining attempt. The card then turns red, shows Live transfer removed, and confirms how many planned attempts were cancelled.
What happens on a repeat submission
When "Merge contacts with the same phone number" is on and the same number submits again:
- No new contact is created, and no second live-transfer sequence starts.
- The existing contact's details are left as they are — nothing you already have is overwritten. Only fields that were still blank get filled in from the newer submission.
- A note is added to the contact's timeline reading, for example, "2nd submission from this contact", together with all of the answers from that submission, so you can see exactly what they sent the second (or third) time.