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Contact Management

Contacts are the people you do business with. Every email, call, meeting, and deal is tracked against a contact record, building a complete history of your relationship.

Contact Record​

Each contact includes:

FieldDescription
NameFirst and last name
EmailPrimary email address (used for email matching and sequences)
Phone / MobilePhone numbers
Job TitleTheir role at their company
DepartmentDepartment within the company
CompanyAssociated company record
RoleDecision Maker, Influencer, Champion, Blocker, End User, or Other
StatusActive, Inactive, Unsubscribed, or Bounced
Lead Score0–100, auto-computed from scoring rules
SourceHow the contact was acquired
OwnerThe sales rep responsible for this contact
TagsFreeform labels for segmentation
Custom FieldsConfigurable fields defined in Settings > Custom Fields
SocialLinkedIn and Twitter profiles

Every contact tracks email compliance:

  • Consent Status — Opted In, Opted Out, Pending, or Unknown
  • Consent Type — Explicit, Implied, or Imported
  • Consent Date — When consent was given
  • Consent Source — Web form, trade show, imported, etc.
  • GDPR Basis — Consent, Legitimate Interest, or Contract
  • Country — Used for jurisdiction detection

Importing Contacts​

To bulk import contacts from a CSV file:

  1. Go to CRM > Contacts
  2. Click Import
  3. Upload your CSV file
  4. Map CSV columns to CRM fields
  5. Set default values for unmapped fields (e.g., consent status, source)
  6. Review the preview and click Import
⚠️When importing contacts for email marketing, you must set appropriate consent status. Importing contacts as "Opted In" without actual consent violates CASL and GDPR. Use "Imported" consent type and verify consent before enrolling in sequences.

Merging Duplicate Contacts​

CRM detects potential duplicates using a Levenshtein distance algorithm on names and exact email matching.

  1. Navigate to CRM > Deduplication
  2. Review the suggested duplicate pairs
  3. For each pair, select which record to keep as the primary
  4. Click Merge — all activity, deals, and associations transfer to the primary record
  5. The duplicate record is removed

You can also merge contacts manually from a contact's detail page by clicking Actions > Merge.

Contact Activity Timeline​

Every contact has an activity timeline that auto-logs:

Activity TypeSource
Email SentSent via CRM or synced from M365
Email OpenedPixel tracking (when not blocked)
Email ClickedLink click tracking in email sequences
CallLogged manually or from Voice integration
MeetingLogged manually
NoteAdded by a team member
Form SubmitFrom a CRM marketing form
Deal CreatedOpportunity associated with this contact
Deal Won/LostOpportunity stage change

The timeline is chronological and filterable by activity type.

GDPR Data Export​

To export all data CRM holds for a specific contact (right of access):

  1. Open the contact record
  2. Click Actions > Export Data
  3. CRM generates a JSON file containing all personal data, activity history, and associated records
  4. Download and provide to the requesting individual

See GDPR Data Erasure for the full erasure workflow.

Tags and Segments​

Tags are freeform labels you apply to contacts for segmentation:

  • Add tags from a contact's detail page or in bulk from the contact list
  • Use tags as audience filters when creating campaigns or email sequences
  • Common tags: decision-maker, vip, trade-show-2026, renewal-risk

The contact list supports filtering by any combination of tags, status, company, owner, source, and custom fields.

Search and Filtering​

The contact list provides full-text search across name, email, and company name. Use the filter panel to narrow by:

  • Status (Active, Inactive, Unsubscribed, Bounced)
  • Company
  • Owner (assigned sales rep)
  • Tags
  • Lead score range
  • Consent status
  • Date range (created, last contacted, last activity)
  • Custom field values

Next Steps​