Contacts

Contacts are reusable customer profiles. A Contact brings together the person’s phone numbers, email addresses, linked lead conversations, sources, notes, tags, and addresses so your team does not have to rebuild the customer’s history for every new inquiry.

Getting here

In Auto-Respond, open CRM → Contacts.

How Contacts are created

Created automatically from a lead

When a lead shares a real phone number or email address, Auto-Respond looks for a matching Contact in the same business.

• If no match exists, a new Contact is created.
• If a match exists, the new lead and source are linked to that Contact.
• New phone numbers, email addresses, and source-provided addresses can be added to the existing profile without removing the details already there.
• Temporary platform email addresses are not used to create or match Contacts.

This keeps repeat inquiries from the same customer together. Matching is scoped to a business, so the same phone or email may belong to separate Contacts in separate businesses.

Created manually

Click New contact in the upper-right corner. A manual Contact requires:

• Business
• First name
• Last name
• At least one valid phone number or email address

If the phone or email already belongs to another Contact in that business, Auto-Respond asks you to use the existing record instead of creating a duplicate.

Finding a Contact

The Contacts page shows the total number of matching Contacts and loads more records as you scroll.

Search and filters

• Search — find a Contact by name, company, phone, email, or Contact ID.
• Source — show Contacts linked to one or more selected lead sources.
• Custom tags — find Contacts whose tags contain the text you enter.
• Clear filters — return to the full list.

The current business selection controls which Contacts you see. Switch businesses from the top bar when you need a different location’s customer list.

Contact details

Click a row or choose Details from its actions menu to open the Contact.

Profile

• Business — the business that owns the Contact.
• First name, last name, and company — the customer’s identity.
• Sources — the connected source locations associated with this customer.
• Record state — Active, Inactive, Blocked, or Archived.
• Preferred contact method — the channel the customer prefers.
• Score — an optional number your team can use for its own qualification process.
• Timezone — useful when contacting customers across regions.
• Tags — flexible labels for grouping and filtering Contacts.

Contact info

A Contact can store multiple phone numbers and email addresses. Click the star next to an entry to make it the primary value shown in the Contacts list. Phone numbers must be valid 10-digit North American numbers, and email addresses must use a valid email format.

Notes and addresses

• Notes are internal CRM notes. Each saved note needs both a title and a description.
• Addresses can include street lines, city, state, postal code, and country. Add more than one when the customer has multiple service locations.

Linked Leads

The Leads section at the top of an existing Contact lists every lead conversation linked to that customer. Click a Lead to open the conversation without leaving the Contact workflow.

If no lead is linked, the section shows No leads linked to this contact yet. This is normal for a Contact your team created manually.

Creating a Job for a Contact

Open a saved Contact and click Create job. The new Job is prefilled with the same business and linked Contact. Save any unsaved Contact changes before starting the Job.

Full reference: Jobs.

Removing Contacts

Use the row actions menu to remove one Contact, or select several Contacts with the checkboxes and click Remove. Removal is irreversible and requires confirmation.

Removing a Contact removes the CRM profile. The original lead conversations are separate records and remain available in Leads.

Related topics

Questions? Email support@auto-respond.com.