Contacts

Contacts represent individual people within Accounts. They are the key stakeholders you communicate with during the sales process, from first touch through customer support.

Overview

A contact is a person record linked to an account. Contacts can be early prospects, decision makers, influencers, customers, or end users. They support lifecycle fields such as status, score, source, pipeline, and stage, so Workstation does not need a separate Contacts module.

Related Modules:

• Accounts - The company the contact works for
• Deals - Opportunities the contact is involved in
• Activities - Interactions with the contact
• Tickets - Support tickets linked to the contact

Contact Fields

Basic Information

Field	Description	Required
Salutation	Mr., Mrs., Ms., Dr., etc.	No
First Name	Contact’s first name	Yes
Last Name	Contact’s last name	Yes
Email	Primary email address	No
Secondary Email	Alternative email	No
Phone	Primary phone number	No
Mobile Phone	Mobile number	No
Date of Birth	Contact’s birthday	No
Photo	Contact photo/avatar	No

Professional Information

Field	Description
Account	Parent company
Title	Job title/role
Department	Department within the company
Reports To	Manager contact (creates reporting hierarchy)
Assistant Name	Name of the contact’s assistant
Assistant Phone	Assistant’s phone number

Address

Field	Description
Address	Street address
City	City
State	State/province
Postal Code	ZIP/postal code
Country	Country

Social & Communication

Field	Description
LinkedIn URL	LinkedIn profile link
Twitter Handle	Twitter/X handle
Preferred Contact Method	Email, phone, SMS
Timezone	Contact’s timezone
Preferred Language	Language preference

Compliance & Preferences

Field	Description	Default
Email Opt-In	Consent to receive marketing emails	On
Do Not Call	Phone opt-out flag	Off

System Fields

Field	Description
Source	How the contact was acquired
Description	Notes about the contact
Owner	Assigned sales rep (can be unassigned)
Last Activity	Timestamp of most recent activity

Lifecycle Fields

Field	Description
Lead Status	Qualification state such as New, Contacted, Open Deal, or Unqualified
Lead Score	Numeric score used to prioritize follow-up
Pipeline	Contact lifecycle pipeline
Stage	Current stage in the selected pipeline
Source	How the contact was acquired
Channel	Specific acquisition channel

Reporting Hierarchy

Contacts support a reporting hierarchy via the Reports To field. This creates org chart relationships:

VP of Sales (reports to: CEO)
  ├── Sales Director (reports to: VP of Sales)
  │     ├── Account Manager 1
  │     └── Account Manager 2
  └── Sales Director (reports to: VP of Sales)

Working with Contacts

Creating a Contact

From Accounts:

1. Open an Account
2. In the Contacts tab, click Add Contact
3. Fill in contact details
4. Click Create

Direct Creation:

1. Navigate to Contacts in the sidebar
2. Click New Contact
3. Select the parent account
4. Enter contact details
5. Click Create

Contact Detail Page

The detail page includes:

• Overview - Personal info, professional info, address, social profiles, preferences
• Deals - All deals this contact is involved in
• Activities - Linked calls, meetings, tasks, emails
• Timeline - Full audit trail of all changes
• Email History - All emails sent to this contact across modules

Contact Relationships

A contact belongs to one account but can be linked to:

• Multiple Deals (as primary contact, decision maker, or stakeholder)
• Unlimited Activities (interaction history)
• Multiple Tickets (as requester or related contact)

Email Tracking

The CRM tracks all emails sent to a contact across modules:

• Emails sent from deals, activities, campaigns, or directly
• Emails are visible from the contact detail page
• Communication preferences and opt-out fields should be respected before sending

Custom Fields

Contacts support custom fields configured by administrators. See Settings > Custom Fields.

Data Visibility

Contacts have global visibility by default. Access is controlled by permissions, while lifecycle ownership and follow-up responsibility can still be tracked through owner and pipeline fields.

Import & Export

Contacts can be imported/exported via Settings > Data Management:

• Upload CSV or Excel files
• Map columns to contact fields (including custom fields)
• Choose update strategy: Create Only, Upsert, or Replace

Table Views

Save custom table configurations. See Table Views.

Best Practices

1. Capture complete info - Get email, phone, and title when possible
2. Set the account - Always link contacts to their parent account
3. Note the title - Job titles indicate decision-making authority
4. Track multiple contacts - Deals often involve 3-5+ stakeholders
5. Use reporting hierarchy - Set the Reports To field for org chart visibility
6. Respect preferences - Honor do-not-call and email opt-out settings
7. Set timezone - Important for scheduling across time zones
8. Log all interactions - Create activities for every touchpoint
9. Keep data current - People change roles and companies

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See Also:

• Accounts - Parent company records
• Deals - Sales opportunities
• Activities - Interaction tracking
• Tickets - Support tickets