Activity history
Each contact has one list of everything that happened, newest first: forms sent, data received by webhook, imports, details changed (with what changed), tags added or removed, do-not-contact changes, the owner and followers changing, notes and files added, merges. Later it will also show emails, bookings, payments, deals and tasks.
A website form, import or webhook that's sent twice (a retry, a double click) never shows twice.
Notes and files
Notes are plain text, with who wrote them and when. Pin a note to keep it at the top. People edit and delete their own notes; owners, managers and the agency can edit any.
Files (photos, PDFs, documents, spreadsheets, video and audio, up to 25 MB) are private. They open with a link that works for 5 minutes, never a public address. Files sent with a website form show on the contact too.
The same person is one contact
By default a contact is the same person when the email matches (ignoring capitals), then the phone (written any way: (555) 010-0100, 555.010.0100 and +1 555 010 0100 are the same). A name alone never matches.
An owner or manager can change the rule in the business's Settings → How duplicates are matched:
- Email, then phone (the default);
- Phone, then email;
- Email only: contacts may share a phone (a family, an office line);
- Phone only: contacts may share an email;
- Never (allow duplicates): every form, import and webhook makes a new contact.
Changing the rule only affects new matches; contacts you already have aren't merged or split.
When a form, import or webhook brings in someone who's already a contact, it fills their empty fields and never overwrites what's there. The one exception is email permission: ticking a form's opt-in box updates it, because the person just gave it.
Possible duplicates
Contacts → Possible duplicates lists pairs that might be the same person: the same name with a similar phone (the same last 7 digits) or a similar email (the same part before the @), or the same name at the same company. They're never merged on their own. Not a duplicate hides a pair.
Merging
- Open the pair and pick the contact to keep.
- Field by field, choose which value wins. Empty fields on the kept contact are filled from the other one.
- Merge. Emails, phones, tags, followers, opportunities, tasks, notes, files and the Activity history all move to the kept contact, and a do-not-contact block on either one is kept. The other contact disappears from lists; a link to it opens the kept one.
Undo a merge
Recent merges keeps every merge for 30 days. Undo puts both contacts back exactly as they were, with their own emails, phones, tags, followers, opportunities, tasks, notes, files and Activity history. If the kept contact was merged again since, undo that merge first.