Contacts

What you will achieve

You will have a contact list your agents can call.

Add a contact

1. Open Contacts, tab Contacts, and choose Add Contact.
2. Enter Name, Country, Phone number, Timezone ("used when scheduling a call in their day") and Status.
3. Save.

Status is one of Lead, Engaged, Customer or Blocked. A Blocked contact is never called, not even by a campaign made before they were blocked.

Import a CSV

1. Choose Import.
2. Choose a CSV file. It works whether it came from Google Sheets, Excel or anywhere else. The first row should be a header (Name, Phone, Country, Timezone…).
3. Match the columns: Name column, Phone number column, Country code column (or none, to use one country for all rows) and Timezone column (or none, to use one timezone for all rows).
4. Check the Preview, then choose Import.

A confirmation reads "Imported N contacts". Rows with no name or phone are skipped and counted. Up to 5,000 contacts can be imported at once.

The contact list

Cards show Total contacts, New this week, Engaged and Conversion rate. Search, filter by status, filter by agent and sort by recent, name or last interaction. The columns are Contact, Phone Number, Agent, Last Interaction, Status and Actions.

Call or schedule

In a contact's actions menu choose Call / Schedule (see Scheduled calls). Delete removes the contact; past calls are not affected.

Phone number format

Use international format with the country code, for example +14155552671. Spaces, brackets and dashes are removed when numbers are matched. The Country setting helps build a full number from a local one.

Testing

Add yourself as a contact and use Call / Schedule with Right now.

Expected result

Your phone rings and the call appears in History as Outbound.

Troubleshooting

• Rows skipped. They had no name or no phone number.
• A number is rejected. It must be 7 to 15 digits, with an optional leading +.
• Cannot call a contact. They may be Blocked, or the agent may be inbound-only or paused.

Related guides

• Campaigns
• Limits and compliance