CRM
People (contacts)
Create and work contact records: lifecycle, owner, next action, lead and health scores, the record page tabs, and the cloud contacts you can import.
On this page
People are the contact records in CRM — the individuals your business deals with. Your workspace may call them Clients, Leads, Guests, Patients or Buyers; they work the same way.
Find and filter people#
CRM → People lists your contacts with their company, owner, lifecycle stage, score, source and last activity. Search by name or email, use the quick filters, and save the current search and filter as a view (optionally shared with the organization) so you can return to it.
Select several records to act on them together — see bulk actions.
Add a person#
Choose the add button and enter a full name, email, phone, job title and optionally a company. A name or an email is required. New people start at the lifecycle stage marked New records start here in CRM settings, and get an owner according to your assignment rules.
To bring many people in at once, see Import and export CRM data.
The record page#
Open a person to see their full record:
| Part | What it shows |
|---|---|
| Header | Name, company, owner, lifecycle stage, lead score and health |
| Details and Contact properties | Their fields, including any custom fields your workspace added |
| What happens next | The agreed next action and its due date. Nobody has agreed what happens next is itself a signal. |
| Health | How healthy the relationship is, and the signals behind that score |
| Activity | Calls, meetings, notes and tasks logged on this person |
| Timeline | The relationship timeline: everything that happened with them across modules |
| Change history | Every edit to their fields — who changed what, and when |
| Connected to | Records linked to this person — company, opportunities, projects, invoices, files |
| Conversation history | Emails with this person from connected mailboxes |
| Work | Linked projects and tasks |
| Files | Documents uploaded to or linked with the record |
| Map | A visual map of everything linked to the record |
| Money | Invoiced, paid, outstanding and overdue, with Create invoice (needs Finance access) |
Changes you make on the record save to the record — there is one record, not a copy per module.
Lifecycle, owner and next action#
- Lifecycle stage is where the relationship stands — for example Lead → Qualified → Opportunity → Customer. Stages are set per workspace in CRM settings.
- Owner is the teammate responsible. New records get one automatically from your assignment rules.
- Next action is the agreed next step and its date. Inbound leads get a first next-action date from your response-time setting. Records with no next action, or an overdue one, are easy to find with segment rules.
Scores#
- Lead score comes from the scoring rules in CRM settings — up to 25 rules, each adding or subtracting points when a condition is true.
- Health score is calculated on the server from signals — ownership, contact recency, money owed, delivery, expected close and warmth. Each signal reads good, watch or risk, or does not apply. Health appears once the server has scored this record.
Cloud contacts from Google and Outlook#
The Cloud Sync view on People shows contacts kept in your connected Google or Outlook account. Choose Import to CRM on the ones you want as CRM records. Connect an account from CRM settings → Integrations or the Integrations area.
Act on many records at once#
Select records in the list, then:
| Action | Effect |
|---|---|
| Assign owner | Give them all one owner |
| Tag | Add or remove tags |
| Set lifecycle | Move them all to one stage |
| Add to segment | Add them to an existing or new segment |
| Enroll in campaign | Add them to a Reach campaign (create the campaign in Reach first) |
| Export | Download them as a file |
| Archive | Remove them from active lists |
Archived records are hidden from lists and search but not deleted.
Log an interaction#
Use Log Interaction or Add Activity on the record to record a call, email, meeting, note or task. See Activities and timelines.