Managing Contacts

A contact is a person you can call, text or email. Every contact has the same built-in fields, covering identity, address and contact preferences, plus any fields of your own.

You can view and manage contacts from the dashboard at /client/contacts.

Adding a contact by hand

1. Click New contact.
2. Fill in a first name, and either a phone number or an email address. Everything else is optional.
3. Pick a folder if you want the contact filed somewhere in particular.
4. Click Create contact. You land on the contact's page.

Contacts also appear on their own when someone calls a number you own, fills in a chat form, or arrives through an integration. You never have to create those by hand.

To add a lot of people at once, see Importing contacts.

The contacts table

• Columns: click Columns to choose what the table shows. Your choice is remembered on this browser, not on your account, so a different computer starts from the defaults. Your own fields appear under Your fields.
• Sorting: click a column heading to sort. Click again to reverse it, and a third time to go back to the default order, newest first.
• Filters: click Filter to narrow by any identity or address field, by any of your own fields, or by where the contact came from. Contact preferences and the record columns Folder, Campaigns and Created cannot be filtered.
• Search: the search box matches the name, phone number and email address, your own field values, and the values in the original imported row, including the columns you chose not to map.
• Opening a contact: click any row.

Sorting on most columns pages through the first 10,000 matching contacts and then stops. If you need to walk the whole list, sort by Created. The table says so underneath when it happens.

The contact page

Everything about a person on one page: identity, address, contact preferences, your own fields, and their folder. Change what you need and click Save changes. A contact must keep either a phone number or an email address, so you cannot clear both.

The header shows where the contact came from, such as Imported from a file, Added by hand or Called in.

The History tab lists every call and chat attributed to this contact, up to the 100 most recent of each. Click any row to open the full recording, transcript or message history.

Folders

Folders are for organising. Create one from the left rail, then move contacts into it with the Move… action after selecting rows. Deleting a folder does not delete the contacts inside it. They become uncategorised.

Archived is an ordinary folder with a special name. Archived contacts still exist, still show up in that folder, and can still be called. Archiving is tidying, not removing. To remove someone properly, see Archiving, deleting and erasing.

Selecting and acting in bulk

Tick the rows you want. The header checkbox ticks everything loaded so far. When more contacts match your filters than you have ticked, a Select all (N) button appears in the selection bar, where N is the full number of matches. Click it to work on all of them.

Then use the toolbar:

• Move… files the selection into a folder.
• Campaign… adds the selection to a call campaign.
• Export… downloads the selection as a spreadsheet.
• Archive moves the selection into the Archived folder. Inside the Archived folder this button becomes Delete, which removes the selected contacts permanently and behaves differently from deleting one contact from their own page. Read Archiving, deleting and erasing before you use it.

Fields and templates

Two buttons sit above the table:

• Fields opens Contact fields, where you add and manage fields of your own.
• Template downloads a starter spreadsheet, as either CSV or Excel, with headers that need no matching.