Contacts
75%
CRM implementations fail
Field teams revert to texting and spreadsheets within 90 days of go-live
~40%
mobile contact creation rate
Field staff skip CRM entry between jobs — most new contacts are created on desktop hours later
3×
record completeness with auto-pop
Contacts auto-populated from web forms have 3× more filled fields than manually entered records
Contacts are the foundation of the CRM data model. Every customer, prospect, and property owner your business interacts with lives in the Contacts module — whether they came in through the website, a phone call, a referral, or a manual entry. Each contact record is the central hub for that relationship: all their projects, invoices, conversations, photos, and payment history are accessible from a single page.
AllLeadsCustomersProspectsInactive
286 contactsContactPhone / EmailTypeLast ActivityRevenueTags
(208) 555-0142
sarah@garcia.com
High ValueRepeat
(208) 555-0198
m.patel@email.com
Needs Follow-Up
(208) 555-0073
linda.n@gmail.com
Referral Source
(208) 555-0261
dwilson@work.com
(208) 555-0334
a.chen@icloud.com
High ValueRepeatReview Requested
(208) 555-0415
rjohnson@email.com
Stats Strip
Feature Overview
01
Unified Contact Record
All history, projects, invoices, and messages in one place
02
Lead Pipeline
Visual funnel from new lead through estimate to active customer
03
Auto-Population
Contacts created automatically from web forms, AI receptionist calls, and inbound messages
04
Activity Timeline
Chronological log of every interaction with the contact
05
Smart Tags & Segments
Manual and AI-generated tags for filtering and targeting
06
Quick Actions
Send message, create estimate, schedule appointment — all from the contact record
The contact list displays all contacts with filter buttons at the top. Each row shows the contact name and avatar initials, phone and email, contact type badge, last activity date, total revenue, and tags.
Contact name + avatar initials
Initials rendered as a circle avatar in steel blue
Phone and email
Both shown stacked in the row for quick dialing or copy
Contact type badge
Color-coded: Lead (amber), Customer (blue), Prospect (purple)
Last activity date
Relative timestamp — '2h ago', 'Yesterday', '3 days ago'
Total revenue
Lifetime revenue for customers; dash for leads and prospects
Tags
All applied tags rendered as small chips in the row
Sorting & Filtering
Contact Type
AllLeadCustomerProspectInactive
Tags
Filter by one or more tags
Lead Source
WebsiteReferralInbound CallWalk-inOnline BookingSMS Reply
Last Activity
TodayThis Week30 Days90 DaysCustom
Revenue Range
Under $1K$1K–$5K$5K–$20K$20K+
Created Date
Any date range
Assigned To
Filter by team member
Clicking any row in the contact list opens the full detail view. The left rail holds identity and financials. The main panel runs a tabbed view of every touchpoint — activity timeline, appointments, conversations, projects, and invoices.
SP
Sarah ParkCustomerHigh ValueRepeat
Customer since Aug 2023 · Owner: Mike Alvarez · Last activity: 2h ago
MessageEstimateScheduleInvoice···
Contact Info
Address
1428 Lakeside Dr
Coeur d'Alene, ID 83814
Company
Park Investments LLC
Lead Source
AI Receptionist
Captured Aug 12 2023 · Call duration 2m 14s
Prefers texts over calls. Husband handles payment, send invoices to him too. Has a golden retriever named Bowie that loves visitors.
Activity47Appointments6Conversations23Projects4Invoices4Photos38
May 17 · 2:47p
Payment received — $8,400
INV-2087 · Card ending 4421
May 17 · 1:55p
Project completed — Roof Repair
Crew Carlos R. · 4h 18m on site
May 17 · 9:24a
Tech arrived at job site
Geofence entry · 4 min early
May 16 · 6:12p
SMS sent
"On our way at 9:30 tomorrow. — Park Roofing"
May 16 · 4:05p
Customer confirmed appointment
Via customer portal
May 14 · 3:18p
Estimate approved — $8,400
Signed via portal
May 11 · 2:45p
Project created — Roof Repair
Source: AI Receptionist call
Apr 02 · 11:21a
Payment received — $900
INV-1942 · ACH transfer
Load 39 older events
Lead Pipeline
Stage 1
New Lead
Just created — no contact made yet
Auto: created by system or manually added
Stage 2
Contacted
First outreach sent or received
Auto: first message sent or call logged
Stage 3
Estimate Sent
Estimate created and sent to customer
Auto: estimate sent via CRM
Stage 4
Active Project
Estimate accepted, project started
Auto: estimate approved or project created
Stage 5
Closed Won
Project complete, invoice paid
Auto: final invoice marked paid
Auto-triggers: The pipeline stage advances automatically based on CRM activity. When an estimate is sent, the lead moves to "Estimate Sent" without any manual update. When the estimate is accepted, it moves to "Active Project."
Website Form
Form submission auto-creates a contact with name, phone, email, and the message content as a note
Inbound Call (AI)
AI receptionist captures caller name and phone; creates contact if not found in the system
Referral Link
Referral landing page submission creates contact with referrer attribution attached
Manual Entry
Team member creates contact directly in the CRM from the contact list or quick-add button
Import
CSV import via Settings → Contacts → Import; maps columns to contact fields
Online Booking
Booking form creates contact and appointment simultaneously in one transaction
SMS Reply
Reply from an unknown number prompts new contact creation with that phone number pre-filled
Activity Timeline
Contact created
Note added
SMS sent
SMS received
Email sent
Email opened
Email replied
Inbound call
Outbound call
Voicemail left
Estimate sent
Estimate approved
Project created
Project status changed
Invoice sent
Payment received
Each event shows timestamp, team member responsible (where applicable), and a link to the referenced record.
Manual tags: Team members can apply any custom text tag to a contact. AI auto-tags are applied automatically based on behavior and data:
High Value
Total revenue exceeds configured threshold
Referral Source
Has referred at least one converted customer
Repeat Customer
Has 2+ completed projects on record
Lapsed
No activity in 180+ days
Review Requested
Review funnel has been triggered for this contact
Video Testimonial
Video testimonial has been captured
Needs Follow-Up
Estimate sent with no response in 5+ days
Dispute History
Had a payment dispute at any point in the past
Quick Actions
Send Message
Opens compose window — SMS or email
Create Estimate
Starts a new estimate pre-linked to this contact
Schedule Appointment
Opens calendar — contact pre-filled
Create Project
Starts a new project record linked to this contact
Send Invoice
Creates and sends a new invoice to this contact
Log a Call
Manually log a call that happened outside the CRM
Add Note
Add a private note to the contact record
Request Review
Trigger the review funnel manually for this contact
Access Control (RBAC)
Permission
Owner
Manager
Dispatcher
Technician
Estimator
View all contacts
✓
✓
✓
Own only
✓
View conversations
✓
✓
✓
Own only
✓