What does a contact record hold?#
Everything you know about a person, in one place. Open any name on Contacts and the page splits into three panels.
| Panel | What you see | What you do there |
|---|---|---|
| Left | Name, email, phone, company, address, source, owner, birthday, custom fields, tags, do-not-disturb | Edit details, add or remove tags, block a channel |
| Center | An email and text composer above the Activity stream | Send a message, read every reply, note and change in order |
| Right | Opportunities, tasks and notes | Open a deal, add the next task, pin the note that matters |
The head of the page carries Send message and Add task. Under More you find Start automation, which drops this one person into any live workflow, and Delete contact.
How do I add a contact?#
Click Add contact on the Contacts page, fill in what you know and save. Agent Studio matches on email and phone, so the same person never lands in the CRM twice. Most contacts arrive on their own: forms, bookings, web chats, inbound texts and calls all create or update the record automatically.
Build a contact list that works
Step 1: Add or import your people
Add one contact, or bring a whole list over with Import CSV.Add a contactStep 2: Create the fields you track
Under Custom fields, add a field for anything your business needs: policy number, service area, pet name, renewal date.Add custom fieldsStep 3: Tag your segments
Select contacts, choose Add tag, and label them by interest, stage or source.Open ContactsStep 4: Save a smart list
Filter by tags or search, then choose Save as smart list so the view is one click away next week.Save a smart list
How do tags and smart lists work?#
Tags are labels you put on contacts; smart lists are saved searches that stay current on their own. Each contact holds up to 100 tags of up to 64 characters, and every tag shows its count in the Tags filter.
- Check tags in the Tags filter to narrow the list to people who carry every checked tag, and the search inside the filter finds any tag fast.
- Active filters show as removable chips above the table, and Clear filters resets the view.
- Click Save as smart list to keep the view as a tab beside All contacts. New contacts that match appear in it automatically.
- Rename or delete saved lists under Manage smart lists.
- Sort by Created or Last activity to see who is new and who went quiet. Press
/anywhere on the page to jump to search.
What custom field types can I create?#
Nine types cover what service businesses track. Each field gets a label, a key your workflows and imports use, and choices when it is a dropdown.
| Type | Good for |
|---|---|
| Text | Short answers such as a policy or account number |
| Long text | Intake notes, project details |
| Number | Square footage, household size, budget |
| Date | Renewal date, last service date |
| Dropdown | Service type, plan tier, lead temperature |
| Checkbox | Consent captured, VIP, referral partner |
| URL | Listing page, portfolio, shared drive folder |
| Billing or assistant email | |
| Phone | Office line, emergency contact |
How do I update hundreds of contacts at once?#
Select rows and a bulk bar appears with Add tag, Remove tag, Start automation and delete. Select the whole page, then extend the selection to everyone the filters match, and the action runs on the full segment. Export downloads the matching contacts as a CSV with their tags, lead score and custom fields.
How does do-not-disturb protect my sender reputation?#
Do-not-disturb blocks the channels a contact does not want: all of them, or email, texts and calls one by one. Workflows and Conversation AI respect the setting automatically, every email carries a one-click unsubscribe link, and Do-not-disturb changed is a trigger you can act on.
Does Agent Studio score leads?#
Yes. Every contact carries a lead score, and the Update Contact workflow step raises or lowers it by any amount you set, for example +10 when someone opens a quote and +25 when they book. Export carries the score, so you see who is ready to buy.
Bring your list in with Import contacts, and reach any contact on any channel from Conversations.