Contacts

Unified contact record

Each contact holds the person's name, email, phone, lifecycle stage, source, tags, and consent. The same person is kept as one record even when they return on a different day or device.

The 360 view

Open a contact to see their profile alongside a single chronological timeline of everything: chat conversations, voice and video calls (with playback of any recordings), shared files, form submissions, contact detail updates, notes, tasks, stage changes, and website visits. Filter chips narrow the feed to one kind of interaction, entries group by day, and Load older pages back through the full history, including records that were merged in. Any entry can spin off a prefilled follow-up task with one click, and conversation entries open the thread directly.

Quick actions

The top of every record offers one-click starts: jump into the latest conversation, add a follow-up task or internal note, or log a call. The same conversation view links back here with View contact, so you can move between the chat and the record without searching.

Unconfirmed details

When a form captures an email or phone the person has not verified, it is held as unconfirmed rather than silently overwriting the record. Approve it to make it the contact's real detail, or dismiss it. If another contact already uses that email or phone, you are offered a merge instead, so the same person never ends up as two records.

Consent controls

Each record shows which channels the person has agreed to (email, SMS, WhatsApp) plus their marketing and analytics preferences, with when and how the consent was recorded. Staff can update a single channel at a time, and outbound messages on a channel without consent stay blocked.

WhatsApp reachability

The record's WhatsApp card shows the number the person is reachable on, whether they are opted in or out, and the full consent history. Administrators can record a verified manual, import, or API decision after confirming its exact channel and purpose. An opt-out from a STOP reply appears automatically.

Saved views

Save your current search and stage filter as a named view, then reapply it from the Saved views menu. Useful for lists you check daily, like qualified leads or post-care follow-ups.

Lifecycle stages

Every contact carries a stage, from new inquiry through lead, qualified, booked, in treatment, post-care, and inactive. Change it inline from the record to keep the pipeline current.

Automatic capture and enrichment

When a visitor verifies their identity or submits an inquiry form, a contact is created and kept up to date in the background. Every new conversation also asks the visitor to confirm their name, phone, and email before it continues (prefilled when known), so records stay current, and each chat or call session lands on the timeline automatically.

Deduplicate and merge

New captures are matched to existing people by email, phone, and signed-in id, so you do not end up with duplicates. When two records are the same person, merge folds one into the other without losing history.

Notes, tasks, and activity

Open a contact to add an internal note, create a follow-up task, and read the immutable activity feed: notes, logged messages and calls, stage changes, and task events, newest first. Completing a task or changing a stage is recorded here automatically.

Add and work a lead

1. Use New contact to capture someone who reached you by phone or in person.
2. Open the record and set the lifecycle stage as the relationship moves forward.
3. Filter by stage or search by name, email, or phone to find who you need.

Keep records clean

1. Open a contact and use Edit to correct their name, email, phone, or tags.
2. Approve or dismiss unconfirmed details captured by forms; approving runs a duplicate check first.
3. Use Merge duplicate to fold a repeated record into the right one.
4. Use Link visitor to attach a browsing session to the person it belongs to.

Save the lists you check often

1. Set your search and stage filter, then use Save view to name the combination.
2. Reapply it any time from the Saved views menu; Delete view removes the selected one.

Log and export

1. Use Log call/message to record a call or message on the timeline; outbound messages respect the contact's consent.
2. Use Export CRM data for a bounded contact, conversation, and form-submission file. It is not a complete legal data-subject export and lists its limits and excluded clinical record classes in the manifest.