Manage captured contacts
Find a contact request, review captured details and track follow-up status in your workspace's Contacts view.
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Contacts brings together contact details captured by your workspace’s agents. Use it for follow-up: find a person, review their details and record how the request is progressing.
Before you start
Section titled “Before you start”Open the correct workspace and check that Contacts appears in its menu. Confirm you have permission to view and manage the workspace’s contacts. Agree who handles new requests. A saved contact does not mean anyone has contacted the person yet.
Find and handle a request
Section titled “Find and handle a request”Open the workspace's Contacts
Search by name, email or phone number. Filter by status. How it started shows how the contact was first captured, for example through an opening form or during a conversation.
Review the captured details
Check the name and contact method. Open Show collected data if the row contains custom-field values. Use them to understand the request before following up.
Record the follow-up status
Complete the agreed follow-up and change the row’s status. Wait for save confirmation. Search again if needed to check the contact appears with its new status.
What should each status mean to your team?
Section titled “What should each status mean to your team?”Agree how to use these statuses. Changing a status records progress; it does not send a message to the person.
| Status | Example team convention |
|---|---|
| New | The request awaits its first review. |
| Contacted | Your team has contacted the person. |
| Converted | The agreed goal, such as a demo, has been completed. |
| Archived | The request no longer needs active follow-up. |
Import contacts from a file
Section titled “Import contacts from a file”Import supports CSV and XLSX files up to 5 MB and 1,000 rows. Only import information your organization is allowed to process.
- Select Import and upload the file.
- Map columns to target fields. Map at least an external ID, email or phone; do not map two columns to the same field.
- Review each row’s preview result. Correct invalid values and check which rows will be added, updated or skipped.
- Confirm the import. Check the counts of added, updated and skipped contacts in the final result.
Why is an import row skipped?
A row may contain an invalid value, a conflicting email or phone, or a duplicate within the file. An existing contact matched by external ID can be updated. Read the row result before confirming; do not assume all similar-looking people are automatically merged.
Export a filtered list
Section titled “Export a filtered list”Set the search and status filter before selecting Export CSV. Export uses search and status, but the How it started filter does not restrict the export. Check that the file contains the people and fields you need, and store it in a location approved by your organization.
If information is missing or an action fails
Section titled “If information is missing or an action fails”| Observation | Next check |
|---|---|
| The list is empty | Check the workspace and select Clear filters. |
| A form appeared, but no contact is found | Check submission confirmation; showing a form does not prove storage. |
| A status change failed | Read the visible error, refresh and check the current status before retrying. |
| An import did not complete | Check the file format, limits and import error message. |
Deleting a contact requires confirmation and cannot be undone. It does not prove that every conversation or other record associated with that person has been deleted. See data handling and deletion requests .