Contacts and contact controls

Contacts are the people associated with calls and CRM records. Finding a contact does not enroll them into a campaign or place a call.

​

Inspect a contact

Choose the project, use the filters to find the person, and open their contact to review their details and call history. A name or phone number can appear in several locations. Confirm the location and identity before changing a contact’s calling status.

​

Do-not-call status

Setting do-not-call and clearing it are explicit contact actions. Clearing it does not itself enroll the person, trigger an immediate call or override the campaign’s other eligibility rules. To stop a scheduled campaign attempt, also inspect the relevant queue and lead state. Report the actual saved status. Do not infer that a contact is blocked or unblocked from a chat message alone.

​

Internal contacts

Marking a contact internal changes how reporting treats that contact. It is a reporting control, not a substitute for do-not-call or removing someone from a campaign queue. Use it for the intended internal/test contact and check the result before explaining any effect on totals. See Calls for individual records and Analytics for aggregate results.

​

In the API

• List contacts finds the person
• Get contact with include=calls shows their calls
• Update contact sets doNotCall and isInternal