Managing contacts

Short answer: open CRM > Contacts. With New contact you create a contact. With the search box you find an existing one. And per contact you can edit, archive, or delete.

Step by step

1. Open CRM in the menu and choose Contacts.
2. Click New contact to add a contact (name, email address, and optionally the company they belong to).
3. Use the search box to find an existing contact.
4. In the Actions column you edit, archive, or delete a contact. Archived contacts are in Archive.

Good to know

A contact that belongs to a company gives you context right away: you see which organisation someone is with. Archiving is gentler than deleting: the contact disappears from your list but stays stored.

The biggest surprise: a contact that was ever linked to a conversation can no longer be deleted, not even after you unlinked it again in the inbox. The delete button stays off; archiving is then the only way out. Beyond that, a duplicate email address behaves differently depending on the path: creating a contact manually with an existing email address is blocked, but through quick-create in the inbox or automatic capture, the existing contact gets updated instead. There's no merge function, so it's better to prevent duplicates than to clean them up afterwards. Managing the CRM is admin-only, by the way; from the inbox, an agent can still search for and quick-create a contact.

Also searched as

"add a new contact", "manage customer details", "archive or delete a contact", "look someone up in the crm"

See also

• Managing companies
• Linking a conversation to a contact or company