📝 Overview
Your CRM captures every interaction, from website chats to form submissions; and automatically turns them into contacts. This article explains how contacts work, how to organize them into lists, and how to use segmentation to target your audience.
📋 Understanding Your Contacts
Each contact record contains:
Basic Information — Name, phone, email, location, and tags
Activity Timeline — Every conversation, call, email, meeting, task, and note tied to that person
AI Profile Summary — An automatic summary of your relationship with this contact (you can regenerate it or ask the AI Sales Assistant for more details)
Opportunities — Any deals or proposals in progress with this contact
🧠 Example: When your AI Receptionist captures a lead from a web chat, a new contact is created automatically. The chat transcript appears in their timeline, and the system notes the lead source.
📍 Where to Find Contacts
Select the CRM tab > Lists
Select Contacts to view all your leads and customers.
👥 Contact Fields & Custom Data
Each contact holds standard fields like phone, email, and owner, plus custom fields specific to your business. You can add tags to organize contacts further (e.g., "Hot Lead," "Needs Follow-up," "VIP").
📊 Working with Lists
Lists let you group contacts for targeted outreach and reporting. You can create static lists (manually add contacts) or smart lists (auto-populate based on criteria).
💡 Pro Tip: You can customize which columns appear in your list view (e.g., phone, email, last activity date, stage).
➕ Creating a List
Select the CRM tab > Lists.
Click Create List.
Add your Objects (selection criteria or manually select contacts), Choose Static List (manual) or Smart List (rule-based), Name your list, Add a description, then select Create.
📋 Smart Lists: Auto-Segment Your Contacts
Smart lists automatically populate based on rules you set.
For example:
Contacts created in the last 30 days
Contacts with a specific tag
Contacts from a specific location
Contacts who booked an appointment
Contacts who haven't been contacted in 60+ days
Once you build a smart list, it updates in real time as new contacts match your criteria.
🔑 Using Lists for Campaigns
When you're ready to send an email or SMS campaign, you'll choose which list to send to. This is where all your segmentation work pays off, you can target exactly the audience you want without leaving the platform.
🏢 Companies
Group related contacts under a company record. Each company can have multiple contacts, activity history, and associated opportunities.
To add a contact to a company:
Select the CRM tab > Companies.
Scroll the list of Companies and click to assign.
Or Create a company.
📈 Activity Feed
The Activity Feed (under CRM > Activity Feed) shows everything happening across all your contacts and deals in real time: new conversations, appointments booked, emails sent, tasks created.
