Contacts and interactions

Creating a contact

From the Contacts or Pipeline screen, use Add contact. Fields:

• First name (required), last name
• Email, phone, organization
• Pipeline stage — defaults to New Lead
• Assigned agent — who owns this lead (see Team and routing)
• Custom fields — any key/value pairs you want to track for your industry

Adding a contact is a real-data write, so it needs a premium plan on a free workspace.

The contact detail page

Open any contact to see everything about it in one place:

• Their details and custom fields (editable inline)
• Their current stage and assigned agent
• The interaction timeline — every note, call, email and meeting logged against them, newest first
• Their follow-ups — scheduled, overdue and completed
• How many days since the last activity, and whether they're currently dormant

Logging an interaction

An interaction is a record of a touchpoint. Use it after you actually talk to someone or send something.

• Kind — note, call, email or meeting
• Body — what happened / what was said

Logging an interaction updates the contact's "last activity" time, so it drops off the dormant list and its pipeline card moves to the top of its column.

Interaction vs. follow-up

An interaction is something that has happened. A follow-up is something scheduled for the future. Log the call you just had as an interaction; schedule the next call as a follow-up.

Assigning and reassigning

The assigned agent is who the lead belongs to. Admins can reassign; agents see their own assigned contacts prominently. Round-robin assignment for new leads is set up on the Team page.