Contacts

A contact is one person, identified by their email address. Everything else in the CRM — lists, tags, segments, campaigns, automations — is about contacts. Open Contacts in the CRM’s sidebar to see them all.

The contacts table

The header shows how many contacts you have. Above the table, status pills — All, Subscribed, Pending, Unsubscribed and so on — show a count for each email status. Choose one to show only those contacts.

Columns

By default the table shows Email, Tags, Lists, Status and Added. Use the column picker in the toolbar to add others: Type, Name, Phone, Prefix, Job title, Company (when Companies is on), Date of birth, the address fields, Source, and any custom fields you have made. Email is always shown. Next to the column picker, the density toggle makes rows tighter or roomier.

You can sort by Name, Status and Added.

Search and filters

• Search name or email… matches first name, last name or address.
• The filter buttons narrow the table by Type, Tags, Lists and, with Companies on, Company. A tag or list filter shows contacts currently in it — someone who has unsubscribed from a list is not counted as in it.
• Advanced filter swaps the quick filters for the full condition builder — the same one segments use. Build your conditions, choose Apply, and the table shows who matches. Save as segment keeps the conditions under a name so you can come back to them.

Filters are kept in the page address, so you can bookmark a filtered view or share the link with a colleague.

When the table is filtered by a segment, a bar above it names the segment and its count. Choose the × in that bar to clear it.

Bulk actions

Tick contacts to open the bulk bar. It offers:

• Add tags / Remove tags
• Add to lists / Remove from lists
• Change status — sets the email status of every selected contact.
• Change type — Lead or Customer.
• Add to an automation / Add to a sequence — puts them into one that is switched on. Shown to people who can edit automations.
• Delete

Exporting from the table

The download button in the toolbar opens Export. If the table is filtered by a segment, the export starts with that segment chosen; otherwise it starts with every contact.

Adding a contact

1. Choose New contact.
2. Fill in Email — it is the only required field — and whatever else you know: Prefix, First name, Last name, Phone, Date of birth, and Company when Companies is on.
3. Under Segmentation, set the Status and add Tags and Lists. You can type a new tag or list name to create it on the spot.
4. Open Add address info or Add custom fields if you need them.
5. Choose Add.

The status starts as Subscribed, or as Pending when double opt-in is switched on under Settings → Opt-in & unsubscribe. A Pending contact is sent the confirmation email and becomes Subscribed when they click its link.

If someone says the confirmation never arrived, open their page and choose Send double opt-in email under their stats. It is offered only while they are Pending, needs permission to edit contacts, and is refused if double opt-in has been switched off or the address is on the suppression list.

If the address already belongs to a contact, that contact is updated rather than duplicated. Each email address belongs to one contact only.

When Companies is on and the new contact’s email domain matches a company’s domain, the contact is linked to that company. Shared mailbox domains such as gmail.com are never matched.

A contact’s record

Choose a contact’s email in the table, or View from its row menu, to open their record. The arrows in the header step to the previous and next contact in the list you came from.

The header

• Name and three badges you can change in place: the Email status, the Contact type, and — when they have a phone number — the SMS status. Hover a status that stops email to see why, and when it changed.
• The email address (choose it to copy), the date they were Added, and their WordPress role if they are a registered user.
• Engagement once they have been emailed: how many emails they received, opened and clicked, with rates, and their Last activity. Choose the clicked count to see which links they followed.
• Tags and Lists as chips. Add or remove them right here; type a new name to create one.

Tabs

• Overview — basic information, address and custom fields. Edit custom field values in place, or choose Configure to manage the fields themselves.
• Activity — one timeline of notes, emails sent and bounced, and status changes, newest first. Filter it by Notes, Email or System.
• Notes — write a Note, or log a Call, Meeting or Email that happened outside the CRM, with When it happened. Notes can be pinned to the top, edited and deleted.
• Emails — every email sent to them, with opens and clicks. See what we sent shows the email as they received it. Shown to people who can view logs.
• Automations — the automations and sequences they are in, or have been through.

With Companies on, an Additional information panel beside the tabs lists the contact’s companies. See Companies.

Sending a direct email

Send email opens a composer addressed to this one contact. Write a subject and the message, preview it, and choose Send. It goes out within the minute, through the same queue as every other email, and appears in their Emails tab.

A direct email can only go to a contact whose status is Subscribed or Transactional. If they cannot be emailed, the composer tells you why — no address, not subscribed, or an address that stopped taking email after a bounce or complaint.

Editing a contact

Choose Edit on the record, or from the row menu in the table. The same form opens with their details filled in; choose Save. Status, type, tags and lists can also be changed directly in the record’s header.

Email statuses

A contact’s email status decides what they can be sent.

Status	What it means	Campaigns and automations	Direct and account emails
Subscribed	They agreed to hear from you.	Yes	Yes
Pending	Waiting for confirmation — they have not clicked the opt-in link yet.	No	Account emails only
Transactional	A customer or user who never opted in to marketing.	No	Yes
Unsubscribed	They unsubscribed.	No	No
Bounced	Their address bounced, so email to it is not delivered.	No	No
Complained	They marked one of your emails as spam.	No	No
Spammed	Marked as a spam sign-up.	No	No

Bounced and Complained also put the address on a suppression list. If you change one of these contacts back to a sending status, the CRM asks Email this contact again? first, because emailing an address that bounced or complained can hurt your sending reputation. Confirming releases the address.

Contact type

Each contact is a Lead or a Customer. The type is a label for you; it does not change what they are sent.

Deleting contacts

Delete one contact from its row menu or from More actions → Delete contact on its record. Delete several by ticking them and choosing Delete in the bulk bar.

Deleting is permanent

There is no trash. Deleting a contact removes them together with their tags, lists, subscriptions, custom field values, notes, company links and automation history. It cannot be undone. If you only want to stop emailing someone, change their status to Unsubscribed instead.