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:
- Automatically — When a visitor submits a contact form, registers on your site, or starts a chat conversation
- Manually — Click Add Contact in the CRM and fill in name, email, phone, and notes
- 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.
Was this article helpful?
Related Articles
Understanding Pipeline Stages
How to customize your sales pipeline to match your workflow.
CRM & Lead Management
Lead Scoring and Intelligence
How automatic lead scoring ranks your contacts by engagement and intent.
CRM & Lead Management
Assigning Contacts to Team Members
How to assign leads to agents using round-robin or manual assignment.
CRM & Lead Management