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 a message on SMS, WhatsApp, Messenger or Instagram. 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.

1. Open Contacts and click Fields.
2. Add a field, give it a label, and pick a type: text, number, date, dropdown or money.
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.

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.