Work with one contact
Open a contact's page to call them, change the stage, tag them, close the deal and see everything that happened.
Where to find it
Campaigns › Prospects › (a contact)
Open this screen
Steps
- Open Campaigns › Prospects and click a contact.
- Change the stage from the select at the top, or press “Edit” to change the details and “Delete” to remove the contact with all its history (not shown to agents).
- Add a tag in “Add a tag…” and press “Add”; press × on a tag to remove it.
- Press “Mark won” or “Mark lost”, choose a “Reason” (and for a loss, “Competitor, if any”) and press “Confirm”.
- Call from the call panel on the left, press “Suggest” under “AI next step” for a suggested next step, and read “Call history” and the activity on the right.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Stage (top) | Moves the contact to another stage. | — |
| Send SMS | Opens a message to this contact. Shown only when the contact has a phone number; sending needs SMS to be connected. | — |
| Edit / Delete | Edit opens the same form as Add. Delete asks “Delete this prospect and all history?” and is not available to agents. | — |
| Tags | “Add a tag…” suggests the tags already used in your organisation. | — |
| Mark won / Mark lost | Closes the deal with a reason from your list (set in CRM setup) and, for a loss, the competitor. | No reason given |
| AI next step › Suggest | Writes a suggested next step from the contact's record and last call. It is a suggestion only. | — |
| What we can tell | Likely to buy (a score with its reasons) and the best time to call, worked out from this contact's own history. | — |
| Other numbers | Extra numbers with a label such as mobile; “Add” saves one, “Remove” deletes it. | — |
| Extra fields | The custom fields your organisation set up in CRM setup; press “Save” after editing. | — |
| Activity | Everything that happened, newest first, with filters: All, Calls, Notes, Bookings, Messages and email, Stage changes, Customer portal. | All |
| Caller ID (call from) | The number the contact sees. In AI agent calls, choosing a line's number chooses that line and its agent; any other number of your account is used as the caller ID only. | The line's own number |
Troubleshooting
“Delete” is missing.
Agents cannot delete contacts; the server answers “Only managers can delete prospects.” Ask a manager.
“Send SMS” is missing.
The contact has no phone number. Add one with “Edit”.
The Reason list in Mark won / Mark lost is empty.
Your organisation has no close reasons yet. A manager adds them in CRM setup; you can still confirm with “No reason given”.
Tips
- Mark won / Mark lost asks for the reason in the same step, so your loss analysis on Revenue stays complete.
- The health pill and its signals at the top explain why a relationship needs care.
- In Activity, each email sent to this contact shows whether it was opened (by a person, or only by an automatic scanner), when it was first opened, how many times, and how long they spent on the page the email linked to. How long someone spent reading the email itself cannot be measured, so it shows “Reading time: not measurable”.
- The status menu also offers Warm lead and Cold lead. Warm lead moves the contact to the Qualified stage; Cold lead leaves the stage as it is.
Good to know
- “Likely to buy” and “Best time to call” appear only when there is enough history.
- The AI next step is a suggestion; nothing is sent or dialled by it.
Related how-tos
- Prospects (phone book) See everyone your team calls in one list or pipeline board, find a contact, move them between stages and open their record.
- Add or edit a contact Put one person or business into the phone book, with the details your team needs to call them.
- Add notes and tasks to a contact Keep what you learned about a contact and the follow-ups you owe them on the contact's page.
- Give a customer their portal link Create a private link that lets one customer see their own appointments, conversations and calls without phoning.
- Text one contact or the whole list Switched off until an operator turns it on Write an SMS to one contact, or one message to your contact list, once SMS is connected for your organisation.
- Dialer Call a contact or any number: from this browser, by ringing your own phone first, or by having your AI agent place the call.
- CRM setup Shape your contact records: the companies behind them, extra fields, where a new enquiry goes, and possible duplicates.