Manage contacts

Add, organize, and maintain contact records using manual entry, CSV import, and built-in tools in Agentalk.

Add, organize, and maintain contact records through the UI and CSV import. Contacts are the people your agents call or receive calls from.

Each contact record stores personal details, a phone number, custom fields, tags, and a full history of every call.

What a contact record contains

Each contact record includes the following fields:

Field	Description
Name	The contact's first and last name.
Phone number	The phone number used for inbound and outbound calls.
Custom fields	Fields you define to capture business-specific data, such as company name, interest level, or appointment date.
Tags	Labels you apply to organize contacts and filter them in campaigns.
Call history	A log of every call with this contact, including the recording and full transcript.

Add contacts

You can add contacts manually or import them in bulk using a CSV file.

Add a contact manually

Use this option to add a single contact quickly without using a CSV file.

Follow these steps:

1. Go to Contacts from the sidebar.
2. Click + Add Contact.
3. Enter the contact details:

   • First name
   • Last name
   • Phone number (use international format, e.g. +1XXXXXXXXXX)
   • (Optional) Email address
4. (Optional) Click + Add New Tags.
5. Click Create Contact.

Custom fields Custom fields cannot be added from this screen if none exist yet. Create them first in the Custom Fields tab.

Import contacts from a CSV file

Use CSV import to upload multiple contacts at once. This is the fastest way to add large contact lists.

Follow these steps:

1. Go to Contacts from the sidebar.
2. Click Upload Target Audience from CSV File.
3. In the Upload step, click Download the template (CSV) to get the correct format.
4. Fill in your contact data and save the file.

   Before you upload

   Make sure your CSV file includes at least a phone number column.
5. Drag and drop your CSV file into the upload area, or click to select it from your computer.
6. In the Map Columns step, review the column mappings and update any field if needed using the dropdown.
7. (Optional) Select Skip this column for any data you don’t want to import.
8. Click Continue.
9. In the Tag & Review step, add tags in the Global Tags section by selecting existing tags or adding new ones.
10. Review the summary, including the file name, mapped columns, and applied tags.
11. Click Import Contacts.
12. In the Result step, click Close to finish the process.

You will see a table with all imported contacts.

Automatic contact creation from inbound calls

When someone calls one of your Agentalk phone numbers and their number is not already saved, a contact record is created automatically.

The system stores:

• The phone number.
• The call in the contact’s history.

Organize contacts

Use custom fields and tags to structure and filter your contact data.

Custom fields

Custom fields allow you to store structured, business-specific data on each contact.

Follow these steps:

1. Go to Contacts from the sidebar.
2. Select the Custom Fields tab
3. Click + Add Field.
4. Enter the field name.
5. Select Field Type from the dropdown list.
6. Click + Create Field.

Custom fields are added to every contact record once created, allowing you to capture and standardize key information across your contacts.

Common examples include:

• Company Name: the contact's business.
• Interest Level: a qualification score set by the agent.
• Appointment Date: a date captured during a booking call.

The Update Contact agent function writes to custom fields automatically during a call. See Use built-in functions for details.

Tags

Tags help you organize contacts and filter them during campaigns.

Follow these steps:

1. Go to Contacts from the sidebar.
2. Select the Tags tab.
3. Click + Add Tag.
4. Enter a tag name.
5. Click the checkmark to save.

New tags will show 0 contacts until assigned.

Using tags effectively

• You can apply multiple tags to a contact.
• Tags are especially useful in campaigns. For example, you can target only contacts tagged new_lead or follow_up_required.

Search and filter contacts

Use the search bar at the top of the Contacts page to find contacts by name or phone number.

Use filters to narrow results by:

• Name
• Phone
• Email
• Tag
• Custom fields

Access call recordings from a contact record

Open a contact and scroll to the Call history section.

Each entry shows:

• Date
• Duration
• Agent used
• Recording
• Full transcript

Automatic contact creation

Agentalk creates a contact automatically when a new phone number calls your system.

The system stores:

• The phone number.
• The call in the contact's history.

Manage contacts programmatically

You can create, update, and search contacts using the API.

The API uses upsert logic. If you create a contact with an existing phone number, the system updates the record instead of creating a duplicate.

See the Contacts API reference for full endpoint details.

Next steps

Here are the recommended next steps after managing your contacts:

• Create an outbound campaign: Use your contact list to start calling leads.
• Setup checklist: Continue setting up your workspace.