# Manage captured contacts

URL: https://aihio.ai/en/help/account/contacts\
Description: Find a contact request, review captured details and track follow-up status in your workspace's Contacts view.

**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

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

1. **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.
2. **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.
3. **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?

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.        |

> **Note — Fields show their current values:**
>
> A new answer replaces the previous value of the same custom field. Collected
> details are not a history of all answers. **How it started** describes the
> first capture and does not change on later interactions.

## 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.

1. Select **Import** and upload the file.
2. Map columns to target fields. Map at least an external ID, email or phone; do not map two columns to the same field.
3. Review each row's preview result. Correct invalid values and check which rows will be added, updated or skipped.
4. 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

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

| 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](/en/help/account/settings#data-handling-and-deletion-requests).
## Next steps

- [Collect contact details in a conversation](/en/help/ai-agent/lead-collection) — Define when to collect contact details and safely verify form submission.