Contacts & Messaging
Overview
Contacts (also called People) are the core entity of your CRM. A contact represents a real person you have a relationship with. Unlike leads — which are raw submissions — contacts have a full profile with communication history, activity timeline, and intent scoring.
Contacts can come from two sources:
- Imported from a qualified Lead.
- Manually created by a team member.
Contact Profile
Basic Information
Each contact stores: name, email, company, phone, source (how they entered the system), and intent level (High / Medium / Low).
Intent Level is a manual field that reflects how likely the contact is to convert. Update it as you learn more about the contact through conversations and activity.
Activity Timeline
The activity timeline on a contact's detail page logs all interactions:
| Activity Type | What it means |
|---|---|
| Page Visit | They visited a tracked page on your website |
| Form Submission | They submitted a contact form |
| Email Open | They opened an email you sent |
| Email Click | They clicked a link in your email |
| Meeting Booked | A meeting was scheduled |
| File Download | They downloaded a file |
| Chat | A chat interaction occurred |
| Deal Change | Their associated deal changed status |
Messaging
Send one-off emails or bulk emails to multiple contacts. You can use email templates — system-provided or your own custom templates created in Organization Settings. Templates support variables like {{name}} and {{company}}.
To send a bulk email, select contacts from the list and use the bulk action menu.
SMS
Send SMS messages directly from a contact's profile page. Conversations are threaded per phone number — replies from the contact appear automatically via webhook. SMS does not require pre-approved templates; you can send any message content.
SMS requires Twilio to be configured in Organization Settings.
Messages List
The Messages tab (/people/messages/) shows all outbound and inbound messages across all contacts for your organization. Use it to audit communication history or find a specific conversation.
Tab Navigation
The contact detail page has several tabs (Activity, Deals, Notes, Messages). Each tab has its own URL — when you switch tabs, the URL updates automatically. If you share the URL or refresh the page, you will land on the same tab you were viewing.
Tips
- Keep the intent level updated — it helps your team prioritize follow-ups.
- A contact's email is unique per organization. If you try to import a lead whose email matches an existing contact, the lead links to that contact rather than creating a duplicate.
- SMS requires Twilio to be configured in Organization Settings before it works.