Contacts

A customer may appear in a website inquiry, a mailbox and an old spreadsheet. Contacts brings those details into linked records, so your team can find the person and follow the conversations, opportunities and work attached to them. Open Contacts for the canonical directory. Select Website requests for contact form submissions, List import for reviewed imports, or Identity matching for unfamiliar senders.

Search the directory by name or email, then choose Open history to open that person's record hub. The hub puts the next step, recent open work, linked conversations, opportunities and timeline together. Add follow-up creates work linked to the contact, while Ask about contact opens a draft question about the record for you to review and send. In Website requests, search submissions by name, email or company. From and To set the received-date range; leave either blank for an open-ended range, or use Reset filters to clear the search and dates. Open a request to read its message, then choose Mark as read when you have inspected it. Existing links to a submission still open that request.

How a new row gets there

Contacts can come from supported intake, imports and connected providers. Each path has its own validation and matching rules. A CSV or pasted list uses a review batch: inspect the proposed records and confirm the exact import. Import contacts walks through that process.

How two records become one

Use record identifiers and source evidence to establish which person a conversation belongs to. Identity matching offers suggested matches for an unfamiliar sender and lets you choose the right contact, create one when appropriate or leave the item for later. A similar name alone is insufficient evidence for a match. Keep unresolved records available for review rather than merging their histories by assumption.

Following the graph

Open the linked company, opportunity, conversation or task to understand the relationship behind a contact. These links help the team continue work with its source context. A recorded relationship is evidence to inspect; it does not establish permission to request or make an introduction.

The contact timeline shows each interaction in a separate card with its type, date and source link. Select a card, or focus it with Tab and press Enter, to continue in the linked conversation, opportunity or task. The cards above it summarize only the recent linked work and conversations; use their links and the timeline for more detail. Client records use the same timeline.

Review an unfamiliar sender

Open Identity matching from Contacts when a conversation sender needs a match. Choose a suggested contact and select Match selected contact, or enter a full name and choose Create contact. For example, if Jordan Mitchell emails Northline Roofing from a new address, compare the suggested contacts before linking the conversation. No match records your decision without linking anyone; Review later keeps the item waiting.

When the list is empty, No contacts need review means there are no items waiting in this queue. If the list cannot load, use Retry; an unavailable list cannot tell you whether reviews are waiting.

If a contact relationship cannot load, the page shows a load error with Retry. A failed request does not mean the person has no history. Retrying reloads the same record; switching people never displays the previous person’s relationship as a placeholder.