Contacts

A contact is a person or a company your team works with: a lead, a customer, a patient, a buyer. Everything else in your workspace, from deals and tasks to conversations and orders, hangs off a contact. This guide covers the contact list, adding and editing contacts, the contact page, tags and owners, and archiving.

Before you start

What you may do depends on your role:

All members see all of the company's contacts. A contact belongs to one company only and is never visible to another.

Find contacts

1. Open Contacts in the sidebar.
2. In Search, type part of a name, company, email or phone number.
3. Narrow the list if you need to:
   • Status: Lead, Prospect, Customer or Inactive.
   • Tag: shown once your company has tags.
   • Assigned to me: only the contacts you own.
   • Archived only: archived contacts instead of active ones.
4. Select Apply.

The list shows 25 contacts per page, most recently updated first, with the name, company, phone, status, owner and the date of the last change.

Search ignores letter case and accents, and treats Arabic letter forms alike: with or without diacritics, the different forms of alef, ya and ta marbuta. Arabic and Persian digits match Latin ones. Each word you type must appear, and only the first five words count. To search across deals, orders, tasks and quotes as well, use the search box at the top of the sidebar. See Segments and search.

Add a contact

1. In Contacts, select Add contact.
2. Fill in the form:

3. Select Add contact.

When the contact may already exist

If another contact in your company has the same email or the same phone number, nothing is saved and the form shows This contact may already exist, with up to five matching contacts. Open them to check. If this really is someone else (a shared family email, a company switchboard), tick This is a different contact. Save it anyway. and save again. This check is a warning, not a rule: two contacts may share a detail when that is correct. To fold real duplicates together, see Import and duplicates.

When your plan limits contacts

If your plan sets a number of contacts, adding one above it is refused with a message naming the limit. Archived contacts do not count. See Plans and billing.

The contact page

Select a name to open the contact. The page gathers:

• The contact's role and status, and quick buttons: Call, WhatsApp (opens a chat with the number in WhatsApp) and Email.
• Tags, Details (phone, email, owner, source, preferred language, country) and Activity.
• Store orders, when the contact has any, with the amount spent so far and, after a few orders, how often they buy and when the next order is expected.
• Payments recorded for this contact, with Record payment. See Payments.
• Deals with Add deal, and upcoming tasks and appointments with Add task and Add appointment.
• Notes.
• Data and privacy: marketing consent and, for owners and administrators, downloading or erasing the contact's data. See Data and privacy.

Other cards appear when your plan includes the feature: More details for Custom fields, Files (images, PDF, Word or Excel, up to 16 MB each), Email for sending from a connected mailbox, Customer score, Customer journey from website tracking, AI assistant with Summarize and Suggest next step (see AI assistant), and the patient journey or property panels for clinics and real estate.

Notes

1. On the contact page, write in New note. Up to 5,000 characters.
2. Select Add note.

Notes cannot be edited or deleted later. To correct one, add a new note. Do not record card numbers or other sensitive details in notes. Notes cannot be added to an archived contact.

Activity

Activity lists the latest 20 events on the contact: created, updated, archived, restored, merged, erased and note added, with who did it and when (in UTC). For an update it names the fields that changed, never their old or new values. Older events are kept but not shown.

Edit a contact

1. On the contact page, select Edit.
2. Change the fields and select Save changes.

If someone else saved the same contact while you were editing, your change is not applied and you see This contact was changed. Nothing was overwritten. Select Open the latest version, check what changed and make your edit again.

Tags

Tags are short labels you choose, such as "VIP" or "Wholesale".

1. On the contact page, type a name in Tag and select Add. A new name creates the tag; an existing name reuses it.
2. To remove a tag from the contact, select the × beside it.

A tag name has up to 60 characters. One contact can carry up to 20 tags, and a company can have up to 200 different tags. Filter the list by Tag, or build a segment from a tag.

Change several contacts at once

Owners and administrators can act on a page of contacts together.

1. In Contacts, tick the contacts you want. Selection works within the current page, up to 25 contacts.
2. In With selected, choose Add tag, Assign owner or Archive.
3. For Add tag, type the tag in Tag. For Assign owner, choose the member in Owner.
4. Select Apply. The message says how many contacts changed.

Each contact goes through the same rules and history as a single change. A contact that is already at its tag limit is skipped without stopping the others. There is no bulk delete, erase or merge.

Archive and restore

Contacts are never deleted from the list: you archive them.

1. On the contact page, select Archive contact. The contact leaves the active list and no longer counts towards your plan's contact limit.
2. To bring it back, tick Archived only in the list, open the contact and select Restore contact.

Restoring counts towards the contact limit again. A contact that was merged into another or erased cannot be restored. To remove someone's personal data for good, use erasing instead. See Data and privacy.

Undo, and recently removed

After you archive a contact, the message at the top of the page has Undo: one click puts the contact back. The same appears after you lose a deal, or complete or cancel a task.

Recently removed, on the Contacts and Tasks pages, lists what was archived, lost or cancelled in the last 30 days. Click Put back beside any of them. Nothing there is deleted.

Good to know

• Tools in the contact list (owners and administrators) opens Possible duplicates, Custom fields, API keys, Business templates, Automations and Audit log, depending on your plan. With Exports in your plan it also offers Export contacts and Export store orders. The contact export is a CSV file of up to 10,000 active contacts, with your active custom fields as extra columns, and it is recorded in the audit log.
• The owner of a contact stays recorded after they leave the company; the contact shows Unassigned until you assign someone else.
• Contacts are company-wide. They are not limited to a branch.

Troubleshooting

• I cannot see Add contact or Edit. Your role is viewer. Ask an owner or administrator to change it. See Roles and access.
• I cannot see Import or Tools. These are for owners and administrators.
• "The tag limit has been reached." The contact already has 20 tags, or the company has 200 tags. Remove a tag first.
• "Choose an active member of this organization." The owner you picked has left or been suspended.