Contacts
Everyone your agents have spoken to, deduplicated, with a review queue.
Contacts is everyone your agents have spoken to — deduplicated. Where Leads is about opportunities, Contacts is about people: one row per human, however many times they have called, emailed or booked.
In this guide
- Getting to the page
- How deduplication works
- The contact record
- Needs review
- Merging
- Importing and exporting
- Where contacts come from
- Troubleshooting
1. Getting to the page
Click Contacts in the CRM section, at /client/contacts. The header reads "Everyone your agents have spoken to — deduplicated", with a link through to Needs review.
2. How deduplication works
Contacts are resolved by identity rather than by row. A phone number, an email address or a strong name-plus-detail match links a new interaction to an existing person instead of creating another record.
One lead per number is enforced, so a caller who rings on Monday and books on Thursday is one contact with one lead and two calls on their timeline.
Where the match is not confident enough to act on automatically, the record goes to Needs review rather than being merged silently.
3. The contact record
| Section | What it holds |
|---|---|
| Details | Names, phone numbers, email addresses, address, tags. |
| Timeline | Every call, email, task, note, appointment, form submission and payment, in order. |
| Calls | Recordings and transcripts, linking to Conversations. |
| Caller profile | The memory built from their calls — see Caller Profiles. |
| Leads and deals | Everything this person is attached to. |
4. Needs review
The review queue holds records the system could not confidently resolve — usually a possible duplicate or a low-confidence match. Each row shows the reason, in plain words.
For each you can:
- Confirm — accept it as its own record; it leaves the queue.
- Discard — remove it.
A queue is used rather than a guess because a wrong automatic merge destroys two histories at once, and is much harder to undo than a click.
5. Merging
Where two records are the same person, merge them. The merged record keeps every phone number and email, and both timelines are combined in order. Merging is available from either record.
6. Importing and exporting
Import — CSV upload with column mapping. Imported rows go through the same identity resolution, so importing a list you have partly spoken to already does not duplicate anyone.
Export — CSV of the current view, filters honoured.
Bulk import and export are on every plan.
7. Where contacts come from
Contacts are created by the CRM projection as calls are analysed, by inbound email, by form submissions, by bookings and payments, by Lead Sourcing pushes, by CSV import and through the API.
You do not need to enable anything for calls to become contacts. It happens as each call is analysed.
8. Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| Two records for one person | Two different numbers with nothing linking them | Merge them |
| A contact has no calls | The calls are attached to a different number | Merge, or add the number to the record |
| The review queue keeps filling | Inbound data is thin — no email, partial names | Capture email on the call via Call Analysis |
| An import created duplicates | The CSV column mapping missed the phone or email column | Re-map and re-import; merge the strays |
Related guides
- Leads — opportunities rather than people
- Caller Profiles & Memory — what the agents remember
- Inbox — email as a contact source