Contacts
A contact is the person on the other side of the conversation, with their own record in the CRM. A conversation can exist without a contact; a contact can exist without a conversation.
Convert a conversation into a contact
When the customer isn't in the CRM yet, the Inbox offers Convert to contact:
- Open the conversation and use the conversion action.
- The system looks for similar contacts (same phone, same email, similar name) and suggests links before creating a duplicate.
- You confirm the link or create a new contact.
- The contact becomes linked to that conversation, and the history now appears on their record.
It is also possible to unlink a conversation from a contact when the link was wrong.
360° history
The contact record gathers everything that happened with the person:
- linked conversations, open and finished;
- exchanged messages, with media;
- internal notes made by the team;
- related opportunities and accounts;
- custom fields;
- applied tags.
Contact record
| Field | Note |
|---|---|
| First and last name | Shown in the Inbox and in the reports |
| Phone and email | Used in the duplicate search |
| Owner | The agent responsible for the relationship |
| Tags | Free classification, used in filters |
| Custom fields | Defined by the company; see Custom fields |
| Source | How the person reached the company |
Notes
Notes record context that doesn't go to the customer: objections, preferences, agreements. They live on the contact record and in the conversation, visible to the whole team — the opposite of the internal note in the conversation, which is a one-off service record.
Editing a contact follows the product standard: changes accumulate with the unsaved-changes counter and are applied all at once.
Rename from the Inbox
The contact's name comes from the channel profile, which isn't always the real name. From the Inbox, renaming updates the name on the linked contact, preserving the history.
Search
The contact search accepts name, phone, email, and the values of searchable custom fields. On list screens, the filters and columns are configurable by views (see Reports).
Contact import
- Open Contacts → Import.
- Upload a CSV UTF-8 with a header row.
- Map the spreadsheet columns to the contact fields (including custom fields).
- Choose the default owner and, if you want, a bulk tag.
- Confirm — the import runs in batches and reports how many contacts entered and which rows failed.
The file needs at least one data row, and the total per batch is limited: very large lists are split automatically.