Contacts
A Contact is a person — the human you actually talk to. Where Leads and Customers represent the company side of a relationship, Contacts represent the people side.
What a contact carries
- First name, Last name, Full name — basic identity.
- Email, Phone — how to reach them.
- Title / Role — their position at the company (CEO, Buyer, Engineering Manager, etc.).
- Parent — the lead or customer they're attached to. A contact always belongs to exactly one parent.
- Notes — freeform notes specific to this person.
Why contacts are separate from leads & customers
The Lead and Customer records hold the primary contact (the "main" person), but a real account usually has more than one person involved in the decision. Contacts let you record all of them without cluttering the parent record:
- One buyer and one technical reviewer on the same customer.
- An assistant who books meetings + the executive who actually decides.
- The person who responded to outreach + the person who ultimately signs the contract.
When you send an email or take a note, you can attach it to the right contact, not just the company — helpful when the relationship spans years and the team turns over.
Where contacts come from
- Added manually — from the parent's detail panel, expand the Contacts section and click Add Contact.
- Promoted from a lead's Contact Name — when a lead becomes a customer, the Contact Name on the lead converts into a proper Contact record on the new customer, preserving the email and phone.
- From AI research — when the Agent extracts a contact email + name from a company website, both are stored on the lead. You can copy them into a Contact record once you've engaged.
Tips
- Contacts are cheap. Add them as you meet people, not in a batch.
- If a contact moves to a different company, create a new Contact on that new customer rather than moving the old record — it preserves the historical relationship.
- Use the Title field consistently within an organization; it makes filtering “all the CTOs we've talked to” trivial later on.
Leads and Customers are about where the deal lives; Contacts are about who actually does the deal. Keep them in sync and your CRM will still make sense five years from now.