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Contacts Management

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Table of Contents

1. Understanding Contacts
2. The Contacts List View
3. Contact Metrics Overview
4. Adding New Contacts
5. Importing Contacts
6. Searching and Filtering
7. Custom Column Configuration
8. Contact Actions
9. Custom Properties for Contacts
10. Best Practices for Contact Management

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Understanding Contacts

Contacts represent the people your AI employees communicate with. Whether receiving inbound calls or conducting outbound outreach, contacts are central to your operations.

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What Contact Records Store

Each contact record can include: Personal Information:

• First name (given name)
• Last name (family name)
• Display name for conversation context

Contact Points:

• Phone numbers (primary and additional)
• Mobile numbers
• Email addresses
• WhatsApp identifiers

Organization Context:

• Associated organization assignment
• Creation date
• Last updated timestamp

Relationship Data:

• Conversation history with this contact
• Activity timeline
• Notes and summaries

Custom Properties:

• Business-specific data fields you define
• Categorization and segmentation values
• Any additional information relevant to your operations

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Contacts vs Conversations

It is important to understand the relationship:

• A Contact is a person in your database
• A Conversation is a single phone interaction
• One contact can have many conversations over time
• Conversations are linked to contacts for historical tracking

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The Contacts List View

The Contacts page presents your entire contact database in a flexible table format.

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Page Header

At the top of the page: Page Title: “Contacts” identifies the section. Action Buttons: Depending on permissions:

• Create Contact button for adding new records
• Import options for bulk additions

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Contact Metrics Cards

Four summary cards provide database health indicators: Total Contacts: The complete count of contacts in your organization’s database. New This Week: Contacts added within the last seven days, showing database growth. Contacted: Number of contacts who have had at least one conversation with your AI employees. Never Contacted: Contacts without any conversation history, representing untapped potential.

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Table Display

The main table shows contact records with configurable columns: Default columns:

• Name (combined given and family name)
• Phone number
• Email (if configured to show)
• Created date
• Actions menu

Property columns: Custom properties can be displayed as additional columns.

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Contact Metrics Overview

Understanding your contact metrics helps you manage your database effectively.

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Total Contacts

This is your complete database size. A larger database provides more outreach potential but requires more management attention. Growth considerations:

• Are you adding contacts faster than you can engage them?
• Is there a strategy for each segment of your database?
• Do you have processes to maintain data quality?

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New This Week

This metric shows recent database growth, calculated from contacts created in the past seven days. What to watch:

• Consistent growth indicates healthy lead generation
• Sudden spikes may follow campaigns or events
• Declining additions might suggest lead source issues

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Contacted vs Never Contacted

This breakdown reveals engagement status: Contacted: These contacts have conversation history. They are known quantities with relationship data. Never Contacted: These represent opportunity. Consider:

• Why have they not been contacted?
• Are they in queued campaigns?
• Should outreach be prioritized?

Healthy ratios vary: A new organization might have many uncontacted leads. A mature operation should show high contacted percentages.

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Adding New Contacts

Create individual contact records manually when needed.

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Creating a Contact

1. Click Create Contact or the add button
2. Enter required information:
   • First name
   • Last name
3. Add contact points:
   • At least one phone number is typically required
   • Email address if available
4. Configure any custom properties
5. Save the new contact

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Required Fields

Minimum requirements typically include:

• Name (at least first or last name)
• Phone number (for communication capability)

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Optional Information

Enhance contact records with:

• Full name details
• Multiple phone numbers
• Email addresses
• Custom property values
• Notes or additional context

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Contact Point Types

When adding phone numbers or other contact methods, specify the type: Phone: Standard landline number Mobile: Cell phone number WhatsApp: WhatsApp-enabled number Email: Email address Primary designation: Mark one contact point as primary. This is used as the default for outreach.

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Importing Contacts

For bulk additions, import functionality enables loading multiple contacts at once.

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Preparing Import Data

Before importing:

1. Organize your data in a supported format (typically CSV)
2. Ensure required fields are populated
3. Validate phone number formats
4. Check for duplicates within your import file
5. Map your column headers to system fields

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Import Process

1. Access the import feature from the Contacts page
2. Upload your prepared file
3. Map columns to contact fields:
   • First Name
   • Last Name
   • Phone Number
   • Email
   • Custom properties
4. Review the mapping preview
5. Initiate the import
6. Review results for any errors

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Handling Duplicates

The system may check for duplicate phone numbers:

• Exact matches can be flagged
• You may have options to skip, update, or create duplicates
• Review duplicate handling policies for your organization

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Import Best Practices

Clean your data first: Remove obvious errors before importing. Start small: Test with a small subset before large imports. Document your mapping: Record how source fields map to system fields. Verify after import: Spot-check imported records for accuracy.

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Searching and Filtering

Efficient search and filter tools help you find specific contacts in large databases.

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Quick Search

The search bar provides fast text-based searching: What is searched:

• First name
• Last name
• Phone numbers
• Email addresses

Search behavior:

• Case-insensitive matching
• Partial string matches
• Results update as you type

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Advanced Filters

For more precise filtering, use the filter options: Name Filter: Search specifically within name fields. Email Filter: Find contacts by email address patterns. Phone Filter: Locate contacts by phone number. Date Filters:

• Created From: Contacts created after a specific date
• Created To: Contacts created before a specific date
• Date Presets: Quick options like “Last 7 days”

Property Filters: If custom properties are defined, filter by property values:

• Select the property type
• Choose specific values to include

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Combining Filters

Filters work together with AND logic:

• Contacts must match ALL active filters
• Combine filters to narrow results precisely

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Filter Badges

Active filters display as badges:

• See exactly which filters are applied
• Remove individual filters by clicking their badges
• Clear all filters at once

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Custom Column Configuration

Customize the contacts table to show the information most relevant to you.

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Column Picker

Access the column configuration to:

• Show or hide standard columns
• Add custom property columns
• Reorder columns to your preference

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Standard Columns

Name: Always visible and cannot be hidden. Shows combined first and last name. Email: Contact email address if available. Phone: Primary phone number. Created At: When the contact was added to the database.

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Property Columns

Custom properties defined in Settings appear as available columns:

• Add them to see property values in the table
• Useful for segmentation visibility
• Enable quick scanning of key data points

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Column Order

Drag columns to reorder them:

• Place most important information first
• Create workflows that match how you review contacts
• Column order persists across sessions

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Saving Preferences

Your column configuration is remembered:

• Changes apply immediately
• Settings persist when you return
• Each user can have their own preferences

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Contact Actions

Each contact row includes an actions menu for quick operations.

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View Details

Navigate to the full contact detail page to see:

• Complete contact information
• Conversation history
• Activity timeline
• Custom properties

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Edit Contact

Modify contact information:

• Update names
• Add or remove contact points
• Change property values
• Update notes

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Call Contact

If configured, initiate an outbound call to the contact using a selected AI employee.

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Delete Contact

Remove the contact from your database:

• Requires confirmation
• Typically uses soft delete (can potentially be recovered)
• Associated conversations remain for historical records

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Additional Actions

Depending on your configuration:

• Add to campaign
• Send message
• Assign to team member
• Export contact data

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Custom Properties for Contacts

Custom properties extend your contact records with business-specific data.

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Understanding Contact Properties

Properties are custom fields that attach additional information to contact records. Examples include: Customer Status: Lead, Prospect, Customer, Churned Source: Website, Referral, Campaign, Event Interest Level: Hot, Warm, Cold Product Interest: Specific products or services Account Manager: Assigned team member name Priority: High, Medium, Low

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Setting Property Values

Property values can be set: Manually: Edit the contact and set property values. During conversations: AI employees can extract and set properties based on conversation content. Via import: Include property values in import files. Through integrations: External systems can update properties via webhooks.

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Viewing Properties

Property values appear:

• In the contact detail view
• As table columns (when configured)
• In filter options
• In conversation context

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Using Properties for Segmentation

Properties enable powerful segmentation:

• Filter contacts by property values
• Create campaigns targeting specific segments
• Analyze performance by property categories
• Route calls based on contact properties

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Best Practices for Contact Management

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Data Quality

Standardize formats: Use consistent phone number formatting. Validate entries: Verify phone numbers are valid before saving. Remove duplicates: Regularly check for and merge duplicate records. Keep information current: Update contact details when changes are known.

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Segmentation Strategy

Define meaningful properties: Create properties that support your business processes. Consistent categorization: Apply property values consistently across contacts. Regular review: Periodically review segmentation effectiveness.

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Engagement Tracking

Monitor “Never Contacted”: Develop strategies to engage uncontacted leads. Track conversation frequency: Identify over-contacted or neglected segments. Use activity data: Leverage conversation history for personalization.

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Growth Management

Sustainable additions: Balance database growth with engagement capacity. Quality over quantity: Focus on accurate, actionable contact data. Regular cleanup: Archive or remove contacts that are no longer relevant.

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Privacy Considerations

Consent tracking: Use properties to track contact preferences and consent. Data minimization: Collect only necessary information. Deletion capability: Ensure you can remove contacts when requested.

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Summary

Effective contact management is fundamental to successful AI employee operations. By maintaining a clean, well-organized contact database with thoughtful property usage, you enable better targeting, more productive conversations, and improved outcomes. Regular attention to data quality, combined with strategic segmentation through custom properties, transforms your contact database from a simple list into a powerful business asset.