Overview
Contacts are the people you work with at each company. Every call you log, email you send, and deal you create connects back to a contact, so keeping your contact records complete helps your whole team stay aligned.
Creating a Contact
- Open the company record the contact belongs to.
- Click the Contacts tab on the company page.
- Click Add Person.
- Enter the contact's details:
- First Name and Last Name
- Email — used for campaign delivery and email sync matching.
- Phone and Mobile
- Job Title and Department
- Role — see the Roles section below.
- Toggle Email Opt-In if this contact has consented to receive marketing emails. Leave it off if you are unsure.
- Click Save.
You can also create a contact without a company — go to Contacts in the left nav and click New Contact. You can link them to a company at any time.
Linking a Contact to a Company
If you created a standalone contact and need to link them to a company, open the contact record and click Edit. Use the Company field to search for and select the right company. Save the record.
Contact Roles
The Role field describes this person's function in the relationship. Common roles include:
- Decision Maker — approves purchases and signs contracts.
- Champion — advocates for your services internally.
- Technical Contact — the person handling day-to-day technical questions.
- Billing Contact — receives invoices and manages payment.
- Other — default; use when no other role applies.
Setting roles correctly helps your team know who to loop in at each stage of a deal.
Additional Fields
- Lead Score — a numerical score showing how engaged this contact is. Updated by activity, email opens, and form submissions.
- Consent Status — tracks GDPR/CASL consent. It is set by hand on the contact record; no CRM path writes a consent value from a form submission, so a contact who arrives through the lead-capture widget lands with no consent value recorded. A bulk import or an integration can fill this field while it is still empty, and never replaces a basis your team recorded — an opt-out sent by an integration against a stored opt-in is ignored.
- Tags — same as company tags; useful for segmenting contacts in campaigns.
- Custom Fields — your admin may have configured additional fields specific to your process.
Importing Contacts
CRM serves no CSV import screen. Settings > Import / Export shows the import and export jobs the org has run — type, rows, created, errors, status, date — and carries no upload, no column mapping and no run control.
To bring contacts in from a spreadsheet today, use the CRM API — POST /api/v1/crm/import/contacts —
or an integration that writes through it. The job then appears in the list above.
Common import errors: missing email, unrecognized company name, or date fields in the wrong format. The import result on the API response names the rows that failed, so fix those rows in the CSV and re-import just them.
Contacts Synced from Other Products
Contacts that arrive from another product carry a link back to their source record, and CRM keeps the two in sync. If a field diverges between the source and CRM, it is flagged in the sync conflicts table for your team to review.
Frequently Asked Questions
Can I create a contact without an email address?
Yes. Email is not required. You will not be able to send campaigns or log email activity to that contact without one, but the contact record is valid.
What is the difference between a contact and a lead?
A lead is an unqualified person who has shown interest but is not yet tied to a company record. Once you qualify a lead, convert it — CRM creates the company and contact records automatically.
How do I mark someone as the primary contact at a company?
Set their Role to Decision Maker or use the Is Primary toggle if your admin has configured that custom field. The contact at the top of the Contacts tab on a company is the most recently active one.
A contact unsubscribed from marketing. Can I re-subscribe them?
No, not without a fresh opt-in from the contact. This is required by CAN-SPAM and GDPR. If they want back on your list, they need to submit a form or explicitly request it, and you record a new consent entry.