Help & Support

Contacts

The Contacts page is your organization's contact database. It's available to Organization Admins, Team Leads and Agents.

At the top you'll see counts for Total Contacts, Active, Do Not Call and Inactive.

Add a contact

  1. Click Add Contact.
  2. Enter Full Name and Phone Number (both required). Optionally add Email, Company, Position, Status, Address, City, State, ZIP Code, Tags and Notes.
  3. Click Create Contact.

Each phone number can exist only once in your organization. If it's already in use you'll see Contact with this phone number already exists.

Import contacts from a CSV

  1. Click Import.
  2. Click Download Template if you need a starting file (contacts_template.csv). Its columns are: first_name, last_name, phone_number, email, company, position, address, city, state, postal_code, country, notes, tags, status
  3. Click Choose File and pick your .csv, or paste CSV text into Or Paste CSV Content.
  4. Choose how to handle Duplicate Handling for phone numbers that already exist:
    • Skip Duplicates — existing contacts are left unchanged (default).
    • Update Existing — existing contacts are updated with the values in your file.
    • Create Anyway — a new record is created even if the number exists.
  5. Review the preview (first 10 rows). Rows with problems are highlighted and the reason is shown.
  6. Click Import N Contacts. A progress bar shows the import, followed by an Import Complete summary of imported, skipped and failed rows.

CSV requirements

  • Your file must have a name column and a phone column. Column headers are matched automatically, so any of these work: name, full_name, or first_name + last_name; phone, phone_number, mobile, cell.
  • Other recognized headers: email, company / organization, position / title, address, city, state / province, postal_code / zip, country, notes, tags, status.
  • Phone numbers must be 7–15 digits (a leading + is fine). Invalid numbers are reported with the row number.
  • Separate multiple tags with ; or ,.
  • status may be active, inactive or do_not_call; anything else becomes active.
  • There is no column-mapping screen — rename your headers to match the list above if a column isn't recognized.

Imports run entirely in your browser in batches of 50. Very large files will take a few minutes.

Find and manage contacts

  • Search by name, phone, email or company using the search box.
  • Filter by Status (All / Active / Inactive / Do Not Call).
  • Export downloads a CSV of the current list (Name, Phone, Email, Company, Position, City, State, Status, Tags).
  • Select several contacts with the checkboxes to Delete them together. Deleting a contact removes it from your lists; this cannot be undone from the app.

Each row has a Call button plus a menu with View Details, Call History, Edit and Delete. See Making calls for how calling works.

Contact details

Click a contact's name (or View Details) to open their page:

  • Overview — contact information, recent notes and recent activity.
  • Call History — every call with this contact, with duration, status, sentiment and recording (when available).
  • Notes — add free-text notes (Save Note), edit or delete them, pin important notes so they stay on top, and search notes.
  • Activities — a timeline of calls and other activity.

From the header you can Call, Edit, Send Email (opens your email app), mark the contact Active, Inactive or Do Not Call, or Delete Contact.

Text conversations with a contact are found in Messages, not on the contact page. See Messages.

Do Not Call

Mark a contact Do Not Call from the Add/Edit form (Status), from the contact header menu, or by choosing the Do Not Call outcome when logging a call.

Do Not Call contacts show a red phone icon and count in the Do Not Call tile. Calling one from the app is not blocked, but you'll see a warning — Contact Marked as Do Not Call — and must click Proceed with Call to continue.

SMS opt-outs are separate: when a contact texts STOP, their conversation is marked Opted Out and you can no longer text them. See Messages.

Which contacts can agents see?

By default agents see all contacts in the organization. An Organization Admin can change this under Settings → Organization → Call Settings:

  • Agents can see all organization contacts — on (default): agents see everything.
  • Off: agents see only contacts that have been assigned to them through a call list. Their Contacts page is titled My Contacts and shows Assigned to you.

Team Leads and Admins always see all contacts.

Contact limits

Each plan includes a maximum number of contacts (shown under Settings → Billing). See Billing, plans & seats.