Managing Contacts in the CRM

Managing Contacts in the CRM

The CRM is the heart of your sales operation. Every lead, prospect, and client lives here.

Adding contacts

Contacts enter your CRM in three ways:

1. Automatically — When a visitor submits a contact form, registers on your site, or starts a chat conversation
2. Manually — Click Add Contact in the CRM and fill in name, email, phone, and notes
3. Import — Upload a CSV file with existing contacts from another system

Contact detail view

Clicking a contact opens their full profile:

• Contact info — Name, email, phone, company
• Tags — Custom labels you assign (e.g., Investor, First-Time Buyer, VIP)
• Pipeline stage — Current stage in your sales pipeline
• Activity timeline — Every interaction: emails sent, pages viewed, forms submitted, calls logged
• Notes — Free-form notes you or your team add
• Assigned agent — Which team member owns this contact

Editing and merging

You can edit any contact field inline. If you discover duplicate contacts, use the Merge function to combine them into a single record without losing any activity history.

Deleting contacts

Deleting a contact is permanent. If you want to keep the record but stop active outreach, change their pipeline stage to "Archived" instead.