Contacts / mini-CRM

The first time a number rings you, a contact is created from it. Anything the caller states — their name, email, address, your own custom fields — is filled in from what they actually said, never guessed.

On a repeat call, your agent already knows what's on file and checks rather than re-asking. Existing details are only overwritten when the caller confirms or corrects them out loud, and every change is logged.

You can also add someone yourself with + Add Contact — useful for a customer who walked in, emailed, or who you want ready before they call.

Click any contact in Contacts to open their page. Everything on it is real data:

• Header — name, phone, email, address, first and last contact dates, and total interactions.
• Contact information — editable directly. Fix a mis-heard name or add a detail your agent never got.
• Activity timeline — what happened and when, including field changes with their old and new values.
• Appointments — their real bookings, with a "Book New Appointment" button already filled in with their details.
• Notes — see below.
• Call history — every call with its outcome, and recording playback where one exists.
• Tags and custom fields — see below.

One editable field per contact, attributed to you with a timestamp. Not a running log of entries — one field you keep current.

That's deliberate. A thread of timestamped notes sounds richer but ends up as a wall nobody reads; one field forces it to stay the thing you'd want to know before picking up the phone to them.

Free-typed labels — "VIP", "fleet account", "prefers mornings". Add them from the contact page or straight from the list.

As you type, tags you've already used elsewhere are suggested. Take the suggestion where it fits: tags are only useful if the same idea ends up with the same label, and "VIP", "vip" and "V.I.P." are three different tags as far as filtering is concerned.

The search box on Contacts searches across name, phone and email. Whatever you've filtered or searched down to is also exactly what the CSV export gives you — so search first, then export.

Use this when a caller asks you to delete their information. On the contact's page, scroll to the Danger Zone at the bottom and choose Delete contact. Only owners and admins of your account see it.

• Their contact info is deleted: name, email, address, tags, notes and custom fields.
• Their calls leave your call log, and those calls' transcripts and recordings are deleted, along with the phone company's call logs for them and the text summaries you were sent about them.
• Their name, number and notes are cleared from their appointments (and, where possible, from those appointments in your Google Calendar). If they have an upcoming appointment, you choose whether to cancel it or keep the time booked without their details.
• Each call is kept only as a billing record with the caller's details removed: the time, length, and outcome of the call, so your usage and billing totals don't change.

Type their name, or DELETE, to confirm. The dialog then shows the deletion's progress; if part of it doesn't finish, it retries automatically, or you can retry right away. This can't be undone, so export the contact first (from the Actions menu) if you might need it.

Calls is the log of what happened, one row per call. Contacts is the record of who, with every call they've ever made rolled up onto one page. Same underlying data, two useful ways in — go through Calls for "what happened this week", and Contacts for "who is this person ringing me back".