Contacts

Where do contacts come from?

A contact is created automatically the first time someone reaches you: a phone call, a web chat, an email, or an SMS. You can also add one by hand or import a spreadsheet.

The same person reaching you on two channels stays one contact, so the history you see is the whole relationship rather than one inbox.

How do I add the fields my business tracks?

Identity fields (name, email, phone) are built in and cannot be deleted. Fields you create can be hidden if you stop using them, which keeps historic values intact instead of destroying them.

Single select, radio and multi-select take a list of choices, entered as chips. Single select and radio store one choice (radio shows every option at once); multi-select stores several, and filters can match contacts that include or exclude a value. Email and URL fields check the value when it is saved, and URLs must start with http or https.

After a field is created: its label can be renamed any time (the API key never changes, so integrations keep working), its choices can be edited (removing a choice keeps it on records that already hold it; it just can't be picked again), but its type is locked - only single line can widen to multi line. Deleting a field first tells you how many records hold a value; hiding is the non-destructive alternative and keeps data and filters working.

1. Open Contacts and click Fields.
2. Add a field, give it a label, and pick a type: single or multi line text, number, monetary, phone, email, URL, date, dropdown, radio, multi-select, or checkbox.
3. Save. The field appears on every contact and can be used in filters and in automations.

How do I find a group of contacts?

Use the search box for a name, email or phone. Use Filters for anything else: a tag, a custom field, when they were created, which agent spoke to them, or whether they have an open deal.

Select rows with the checkboxes and the toolbar changes into bulk actions: tag, untag, assign an owner, add to a pipeline, send an email or SMS, or export.

How do I email or text many contacts at once?

Contacts without an address for that channel and contacts who opted out are skipped automatically, and the dialog tells you how many will actually receive it. For email you can also turn open and click tracking on or off per send.

1. Select contacts in the list, then choose Email or SMS from the bar that appears.
2. Pick a saved template or compose the message inline, with a live preview.
3. Choose when it goes out: start now or on a date, only on certain weekdays, only between certain hours, in your timezone.
4. Set a Delay between each message to drip the sends out, either a fixed gap or a random gap drawn from a range.
5. Launch. The send runs in the background as a workflow, and you can watch progress under Automations.

Who owns a contact?

New contacts are Unassigned on purpose, whoever created them. An owner is set explicitly, by picking one, using the bulk Assign action, or by an automation. That way the owner column means something rather than recording who happened to touch the record first.