Contact Management
Overview
The Contacts page is your central hub for managing every person you interact with in AgentTech Dialer. Whether you add contacts one at a time, import them from a spreadsheet, or let the system create them automatically after a call disposition, everything flows into this single, searchable directory. From here you can tag, filter, share, email, text, and bulk-manage contacts without ever leaving the page.
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Page Layout
When you open the Contacts page you will see:
- Header bar — Contains the Add Contact button, the Import CSV button, and a View Toggle that lets you switch between Grid view (contact cards) and List view (table rows).
- Bulk Actions bar — Appears automatically whenever you select one or more contacts. It shows the number of selected contacts and offers bulk actions such as delete, email, and SMS.
- Collapsible Filter section — A powerful set of controls for narrowing down your contact list. You can expand or collapse this section to keep your workspace tidy.
- Contact list / grid — The main area where your contacts are displayed in whichever view mode you chose.
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Filtering & Searching Contacts
Click the filter section header to expand or collapse it. Inside you will find:
| Control | What It Does |
|---|---|
| Search | Free-text search across name, email, phone number, and company. Results update as you type. |
| Disposition Filter dropdown | Select one or more dispositions to show only contacts tagged with those outcomes. |
| Tag Filter dropdown | Select one or more tags to narrow the list to contacts that carry those tags. |
| Date Range — Created From / To | Enter a start and end date to see contacts created within a specific window. |
| Custom Field Filter | Choose a Field Name from the dropdown and type a Value to match. Useful when you have agency-defined fields like "Policy Number" or "Plan Type." |
| Hide Unknown Callers checkbox | Check this box to remove contacts that were auto-created from unrecognized inbound numbers. |
| Apply button | Applies all current filter selections to the contact list. |
| Clear button | Resets every filter back to its default (empty) state. |
Tip: Combine multiple filters for laser-focused results. For example, set the Disposition filter to "Interested," the Tag filter to "AEP 2026," and a Date Range covering this month to find recent hot leads from the Annual Enrollment Period campaign.
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Adding a New Contact
Click the Add Contact button in the header. The Add / Edit Contact Modal opens with seven collapsible sections. The first section is expanded by default; the rest are collapsed so the form stays manageable.
Section 1 — Contact Information (expanded by default)
| Field | Details |
|---|---|
| First Name (required) | The contact's given name. This field is mandatory. |
| Last Name (required) | The contact's surname. This field is mandatory. |
| Date of Birth | A date picker for the contact's date of birth. |
| Email | Primary email address. Used for sending emails from the platform. |
| Phone | Primary phone number. This is the number the dialer will call and that SMS messages are sent to. |
| Mobile | An additional mobile number, useful when the contact has separate work and personal lines. |
Section 2 — Address (collapsed)
Click the Address header to expand it. Fields include:
- Address Line 1 — Street address or P.O. Box.
- Address Line 2 — Suite, apartment, or unit number.
- City
- State
- ZIP Code
Section 3 — Professional Information (collapsed)
- Company — The contact's employer or business name.
- Job Title — Their role at the company.
- Disposition dropdown — Assign a disposition directly from the contact form. This is the same set of dispositions your agency has configured in the Disposition Manager.
Section 4 — Tags & Sharing (collapsed)
This section controls how the contact is organized and who can see it.
- Tags — A multi-select dropdown listing all existing tags. Click to add one or more tags to the contact. Tags make it easy to group contacts by campaign, lead source, product line, or any other criteria you choose.
- Create New Tag button — Opens the Create Tag Modal (described below) so you can define a brand-new tag on the fly.
- Contact Owner dropdown — Assigns the contact to a specific agent. The owner is typically the person responsible for follow-up.
- Sharing Options radio buttons — Determines who else can see this contact:
2. Share with specific agents — The Agent Selector appears below, letting you pick individual agents who should have access.
3. Share with my agency — Every user in your agency can see the contact.
4. Share system-wide — The contact is visible across all agencies in the platform (useful for multi-agency organizations).
When you choose Share with specific agents, an Agent Selector multi-select field appears. Start typing an agent's name or scroll through the list, then click to add them.
Section 5 — Notes & Activity (collapsed)
- Notes Timeline — A chronological list of all notes attached to this contact, newest first. Each note shows the author, date, and content.
- Original Disposition Note — A read-only field that preserves the note entered when a disposition was first submitted for this contact. It cannot be edited to maintain a reliable audit trail.
- Add Note textarea — Type a new note here.
- Add Note button — Saves the note and adds it to the timeline.
- Notes Count Badge — The section header shows a badge with the total number of notes, so you can see at a glance how much activity exists.
Section 6 — Call History (collapsed, edit mode only)
This section only appears when you are editing an existing contact, not when creating a new one. It displays a list of every call associated with this contact, including date, time, duration, direction (inbound or outbound), and disposition. A count badge on the section header tells you how many calls are on record.
Section 7 — Additional Custom Fields (collapsed)
- Agency-defined custom fields — If your agency administrator has configured custom fields (for example, "Policy Number," "Carrier," or "Enrollment Date"), they appear here automatically with the appropriate input type.
- Ad-hoc custom fields — Click the Add Custom Field button to create a one-off field for this specific contact. Enter a field name and a value. This is handy when you need to store unique information that doesn't warrant a global custom field.
When you have filled in the desired fields, click Save to create or update the contact.
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Creating & Managing Tags
Tags are color-coded labels that help you organize contacts into groups.
Creating a Tag
- In the Tags & Sharing section of the contact modal, click Create New Tag.
- The Create Tag Modal opens with two fields:
- Tag Color picker — Click a color swatch to choose a background color for the tag badge.
- As you type and pick a color, the Tag Preview badge updates in real time so you can see exactly how it will look.
- Click Save to create the tag. It immediately becomes available in the Tags multi-select dropdown across all contacts.
Filtering by Tag
Use the Tag Filter dropdown in the filter section to see only contacts that carry a specific tag. You can select multiple tags; the list will show contacts matching any of the selected tags.
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Sharing Contacts
Sharing controls determine visibility across your team.
| Level | Who Can See the Contact |
|---|---|
| Private | Only the Contact Owner. |
| Share with specific agents | The owner plus each agent you select in the Agent Selector. |
| Share with my agency | Every user in your agency. |
| Share system-wide | All users across all agencies on the platform. |
Adjust sharing any time by editing the contact and changing the radio button selection in the Tags & Sharing section.
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Importing Contacts via CSV
- Click the Import CSV button in the header.
- The Import CSV Modal appears with a file input that accepts `.csv` files.
- A format info alert in the modal explains the expected column structure and provides tips for formatting your spreadsheet.
- Select your CSV file and click Upload. The system reads the headers and maps columns to contact fields.
- Review the field mapping, adjust if necessary, and confirm the import.
Tip: Before importing, make sure your CSV uses standard column names like `First Name`, `Last Name`, `Email`, `Phone`, and `Company`. This speeds up the mapping step and reduces errors.
Exporting Contacts
To export your current contact list, look for the Export option. The system generates a downloadable CSV file containing the contacts that match your current filters, making it easy to share data with other tools or create backups.
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Bulk Operations
Select multiple contacts using the checkboxes in Grid or List view. Once you have made your selection, the Bulk Actions bar appears at the top of the list. Available actions include:
- Bulk Delete — Permanently removes all selected contacts. A confirmation dialog appears before deletion.
- Bulk Email — Opens the Send Email Modal pre-populated with the selected contacts in the BCC list, letting you send the same message to everyone at once.
- Bulk SMS — Opens the Send SMS Modal with a recipients list built from the selected contacts' phone numbers.
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Sending Email from Contacts
You can send an email from the contact's profile or in bulk from the contacts list.
Send Email Modal
| Field | Details |
|---|---|
| To | Read-only. Shows the recipient's email address (individual) or "Multiple recipients" (bulk). |
| From | Read-only. Displays your verified sender address. |
| BCC List | Visible during bulk sends. Lists every selected recipient. |
| Subject | Type your email subject line. Maximum 200 characters. |
| Message | A textarea (8 rows) where you compose the email body. HTML formatting is supported, so you can include bold text, links, and other styling. |
| Send button | Delivers the email to all recipients. |
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Sending SMS from Contacts
Send SMS Modal
| Field | Details |
|---|---|
| To | Read-only. Shows the recipient's phone number (individual send). |
| Recipients List | Visible during bulk sends. Lists every selected recipient's phone number. |
| Message | A textarea (6 rows) where you compose the text message. Maximum 1,600 characters. |
| Character Counter | Displayed beneath the textarea. Shows the current character count, the number of message segments the text will be split into, and the cost per segment. Standard SMS segments are 160 characters; longer messages are automatically split into multiple segments. |
| Send button | Sends the SMS to all listed recipients. |
Tip: Keep messages under 160 characters when possible to minimize segment costs. The character counter updates live as you type, so you always know exactly how your message will be billed.
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Auto-Creation from Call Dispositions
When an agent submits a disposition at the end of a call, the system can automatically create a new contact if one does not already exist for that caller. The contact is populated with any information collected during the call—such as name, phone number, and the disposition itself—so your team never loses track of a lead.
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Tips & Best Practices
- Use tags consistently. Agree on a standard set of tags with your team so that filtering stays reliable. For example, use "Hot Lead" instead of mixing "Hot," "hot lead," and "Interested."
- Leverage custom fields. If your agency tracks data points that do not fit standard fields—like policy numbers, enrollment dates, or referral sources—create agency-wide custom fields so the data is captured uniformly.
- Review sharing settings. Start with "Share with my agency" for most contacts so the whole team has visibility. Switch to "Private" only when confidentiality is required.
- Clean up regularly. Use the Hide Unknown Callers filter and bulk delete to remove noise from your contact list.
- Combine filters for reporting. Apply a Disposition filter plus a Date Range to quickly see how many leads converted this week, then export the results.
- Attach notes proactively. After every meaningful conversation, add a note. Future agents who handle the contact will thank you for the context.
Last updated: February 24, 2026