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Managing Contacts & Conversations
Your CRM is the central hub for all contact relationships. Learn to navigate, search, filter, and manage your complete conversation history.
Managing Your Contacts
Your contacts are the heart of your business. The CRM brings all your relationships together in one place, making it easy to stay organized and never lose track of anyone.
Your Contact Hub
When you open the CRM from the sidebar, you'll see all your contacts displayed as cards. Each card gives you a quick snapshot of who they are and where they stand in your relationship.
What you'll see on each contact card:
- Their name and how they joined (landing page, import, or added manually)
- Where they are in your pipeline (New, Engaged, Active, etc.)
- Whether they're a potential customer or business partner
- When you last connected with them
- Any actions that need your attention
Finding the Right Contact
Search by Name, Email, or Company
The search bar at the top finds contacts instantly. Just start typing—it searches names, emails, and company names all at once. Results appear as you type, so you'll usually find who you're looking for within a few keystrokes.
Filter to Focus
Click Show Filters when you need to narrow things down. You can filter by:
Who needs attention:
- Contacts waiting for your reply
- People you're waiting to hear back from
- Anyone with a pending follow-up
Where they are in your pipeline:
- New (just added)
- Contacted (you've reached out)
- Engaged (conversation is flowing)
- Active (strong potential)
- Partner (they've joined your team)
- Inactive (gone quiet)
What type of relationship:
- Customer prospects and leads (interested in products)
- Business prospects and partners (interested in the opportunity)
How they found you:
- Landing page submissions
- Manual additions
- Bulk imports
You can also filter to show only contacts with email addresses, phone numbers, or pending follow-ups.
Sort to Prioritize
The Sort By dropdown helps you decide who to focus on first:
- Waiting Longest puts people who've been waiting for your response at the top—great for making sure no one falls through the cracks
- Recently Updated shows your most active conversations first
- Stage Progress groups contacts by where they are in your pipeline
Viewing Contact Details
Quick Look (The Drawer)
Click any contact card and a panel slides in from the right. This is your quick-view mode—perfect for:
- Reading through recent messages
- Sending a quick reply
- Checking their current stage and type
Click anywhere outside the panel or hit the X to close it.
Full Contact Page
Click the Details button on a contact card to open their full page. Here you get the complete picture:
On the left: Your entire conversation history with channel tabs (Email, SMS, WhatsApp) so you can see all your communications in one place.
On the right: A details panel with three tabs:
- Contact — Their info, stage, type, and any tags you've added
- Summary — An AI-generated overview of your relationship and conversation highlights
- History — A timeline of every interaction and change
Staying Organized with Tags
Tags are your personal labeling system. Use them however makes sense for your business:
- Mark hot leads:
ready-to-close,high-priority - Track interests:
weight-loss,energy-products - Note timing:
follow-up-monday,vacation-until-june
To add a tag: Open a contact, click the Tags area, and type. You can pick from existing tags or create new ones on the spot.
To remove a tag: Click the X on any tag.
Action Indicators
Keep an eye out for colored badges on contact cards—they tell you who needs your attention:
| Badge | What It Means |
|---|---|
| 🟠 Needs Response | They messaged you and are waiting for a reply |
| 🔵 Awaiting Reply | You've messaged them and are waiting to hear back |
| 🟣 Follow-up | You have a scheduled follow-up coming up |
Tips for Success
Start your day with filters. Filter by "Needs Response" first thing to make sure you're not leaving anyone hanging.
Let "Waiting Longest" guide you. This sort order helps you prioritize people who've been patient.
Keep tags simple. A handful of meaningful tags beats dozens of unused ones. Think about what categories actually help you take action.
Read the AI summaries. Before responding to someone you haven't talked to in a while, check the Summary tab for a quick refresher on your relationship.
Check all channels. Some people prefer email, others text. If someone's gone quiet on one channel, they might respond better on another.
Next steps: Learn how to send messages across channels or understand the contact stage system to move people through your pipeline.