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Most contacts land automatically (calls, texts, chats, forms). But sometimes you have a lead that didn’t come through any of those — a referral from a buddy, a walk-in at your shop, a cold call you made yourself. Manual entry is for those.

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Add a contact

1

Click 'Add Contact'

From Contacts, click the Add Contact button in the top-right.
2

Fill in what you have

Required: First name (we let you save with just this — you can fill in everything else later).Helpful but optional: last name, business name, email, phone, address (street/city/state/postal), tags, status, notes.Phone is masked as you type — (613) 555-0100 style. We normalize to +1... format on save.
3

Save

Click Add contact. The new contact lands in your list and is ready for follow-up.

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Default status for manual contacts

New manual contacts default to Lead. You can change this when adding (pick a different status from the dropdown) or change later from the contact’s detail page.

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Source tag

Manual contacts are auto-tagged with source: manual so you can filter your CRM to “everyone I added by hand.” Useful for distinguishing inbound vs. outbound prospecting.

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Quick-add from a conversation

If a contact reaches out via the widget without sharing a phone or email, you can promote them to a real contact from the conversation view:
  1. Open the conversation in Inbox.
  2. Click Add to contacts at the top.
  3. Fill in the details you’ve gathered from the conversation.
Their conversation history follows them onto the new contact record.

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What about a customer who already exists?

Adding a contact whose email or phone matches an existing record will update the existing record rather than create a duplicate. We surface a “this matches an existing contact” prompt during entry so you can confirm.

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Deleting a contact

Deleting is permanent — there’s no trash or recovery window. Everything attached to the contact goes with them:
  • Conversations across every channel — chat, SMS, social DMs, and call records
  • Appointments, tasks, deals, and form submissions
  • Uploaded files and notes
  • Their bell notifications, so you’re not left with alerts about someone who no longer exists
Upcoming meetings are cancelled on your connected calendar too. If the contact had a booking in the future, we remove that event from Google Calendar as part of the delete. Past appointments are left alone — they’re a record of work you actually did.
The customer is not told that you deleted them, and no cancellation message is sent. If you want them notified that a booking is off, cancel the appointment first, then delete the contact.

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Next

Import from CSV

For bulk imports — bringing in an existing customer list.

Tags

Organize contacts with free-form labels.