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Contacts

Your book of people — with pipeline stages, notes, custom fields, a full history of every conversation, and a call button.

For: Everyone
On this page

Contacts is the CRM built into Vocallie. Every call, campaign, follow-up and appointment eventually points at a contact, and every contact carries the complete history of what's been said to them.

CRM → Contacts

Getting people in

Four routes, and you'll probably use all of them:

  • Add one by hand — phone number and optionally a name. Fastest path to a first call.
  • Import a CSV — phone and name columns are understood; anything else you include is kept as extra detail on the contact. Re-uploading a file with an external_id column updates existing contacts instead of duplicating them.
  • Automatically, from calls — anyone who rings you, and anyone you dial, becomes a contact.
  • Through the API — if your website form or another system should push people in.

Careful

CSV rows without a phone number are skipped silently. If your import count comes back lower than expected, that's usually why.

Two views

Pipeline groups contacts into columns by stage, with a count on each — the spatial view of your funnel.

List is a flat scannable table. Better for searching and bulk work.

Both support the same search and filters: by stage, by lifecycle status, by tag, and "has a follow-up scheduled". Search covers name, phone and email.

Stage vs status

Two different fields that people mix up constantly:

What it isWho sets it
StageWhere they are in your pipeline — New, Qualified, Booked, Won, Lost.You define the stages; you, the agent or an automation moves people through them.
StatusThe call lifecycle — new, queued, called, failed, done.The system, based on what happened when it tried to call.

Stage is the one that matters for how you run your business, and it's the one that drives smart routing and automation conditions.

A contact's record

Header

Name, email, stage, tags. All editable inline. Changing a stage or a tag is recorded on the timeline, so you can see who moved someone and when.

Phone numbers

A contact can have several — mobile, work, home — each with a label. One is the default, and that's the one everything dials unless told otherwise.

You can't delete the default number; make another one default first.

Custom fields

The fields you defined in CRM setup, with proper typed inputs — dates get a date picker, dropdowns get a dropdown. If you imported extra columns from a CSV without defining fields for them, they're still shown.

The agent can fill these in during a call. See Agents → Actions.

Notes

Free text, timestamped, attributed. For the things that don't fit a field.

Activity timeline

The reason this page is worth opening. One merged, reverse-chronological stream of everything:

  • Calls, with the recording player and transcript inline.
  • Notes added by anyone.
  • Stage changes and tag changes.
  • Follow-ups created, executed, or failed.
  • Field updates made by the agent during a call.

Anyone picking up this account sees the whole story without asking around.

Stats

Total calls, total talk time, average quality score, and when you last spoke.

Follow-ups and appointments

Schedule a follow-up, or see what's already booked. Both are covered in Follow-ups and Appointments.

Calling a contact

Two buttons, and the difference matters:

  • Call by Agent — your AI agent makes the call and has the conversation. This is the same thing the Dialer does.
  • Call now (manual) — connects your browser microphone to the contact. You have the conversation yourself, with a mute button, a timer and a hang-up. No AI involved.

If the contact has more than one number, you're asked which to use.

Note

Manual calls always bill from your wallet — your plan's included minutes cover AI calls, not human ones. A manual call is blocked if your balance is zero, even when you have included minutes left.

Both are blocked if you're at your concurrent-call limit, with a message explaining which limit you hit.

Deleting a contact

Deleting removes their notes, phone numbers, follow-ups and activity. Calls and appointments survive — they're unlinked from the contact rather than deleted, so your call history and your calendar stay intact.

Gotchas

  • Phone numbers must match exactly to link up. +14155550123 and 4155550123 are two different contacts as far as matching is concerned. Pick the full international format and stick to it everywhere, including your CSV imports and your DNC list.
  • Deleting a stage doesn't move the people in it. Contacts keep the old stage name; the pipeline board puts them in the first column. Move them before you delete a stage.
  • Tag filters are "any of", not "all of". Selecting two tags shows contacts with either.
  • A dialer call resets the status to "called". That's the call lifecycle field, not your pipeline stage — your stage is untouched.