CRM Contacts¶
Overview¶
CRM → Contacts is the account's address book of customers. The CRM uses contacts to recognise who is calling or writing: AI personas match callers by phone number and email senders by email. Each new interaction is then attached to the right person.
Contacts are created automatically by AI personas. You can also add them by hand or import them from Google.
Functionality¶
Table¶
| Column | Meaning |
|---|---|
| First name / Last name / Display name | The contact's name. |
| Phone / Email / Company | Contact details. The phone number is used to recognise callers. |
| Tags | Editable directly in the table. |
| Lead Created / Lead Contacted | When the contact was created, and when it was last contacted. Despite the column names, these are the contact's own dates. For example, an imported contact shows its import date even if it has no lead. |
| Actions | Edit and Delete (with confirmation). |
Search¶
Search by Last name, First name, Phone or Company (prefix match), filter by tags, and sort. Results are paged; use Load more to see more.
Adding and importing¶
- Add: first name, last name, phone, email, company and notes.
- Import from Google: imports the user's Google contacts. The button appears only when the Google integration is available and enabled for the account.
Configuration¶
- Role permission: CRM Contacts (read / create / edit / delete).
- The CRM module must be enabled for the account. See CRM Overview → Configuration.
Use Cases¶
Pre-loading known customers. Before switching the main number to an AI persona, the customer imports their existing customer list from Google. From the first call, the AI's cases are attached to known contacts instead of creating new ones.
Segmenting with tags. Contacts are tagged VIP or Wholesale. On the Cases and Leads screens, filtering by these tags shows only interactions from those customers.
Limitations¶
- A caller is recognised only when the number they call from matches the contact's phone.
- Deleting a contact cannot be undone.