Manage

Overview

Adding and managing contacts is a daily CRM activity. Whether you're capturing a lead at an open house, following up on a website inquiry, or updating client information - you need quick, easy ways to maintain your database.

What You'll Learn:

• How to add contacts manually (desktop and mobile)
• Editing contact information
• Managing tags and categories
• Custom fields for your business
• Merging duplicate contacts
• Archiving and deleting contacts

Adding a New Contact

Met at 123 Oak St open house. Looking for 3BR/2BA in
Riverside school district. Budget $400-450K. Timeline:
3-6 months. Pre-approved with ABC Bank. Motivated by
growing family (2nd baby due in 4 months).

Quick Add vs Full Profile

Quick Add (Recommended for Speed)

When to Use:

• At open houses (add quickly, details later)
• Networking events (capture basics fast)
• Phone calls (minimal interruption)
• Mobile adding (less typing)

What to Include:

• Name, email, or phone (minimum)
• Source (important for tracking)
• One primary tag
• Very brief note

Workflow: Add quickly → follow up later → complete profile during first call

Full Profile Entry

When to Use:

• Website leads (all info provided)
• Referrals (detailed intro from client)
• Scheduled consultations (time to complete)
• Import follow-up (enhancing data)

What to Include:

• Complete contact information
• All known preferences
• Detailed initial note
• Multiple relevant tags
• Custom field data
• Pipeline assignment

Editing Contact Information

Edit from Quick View

1. Click any contact to open Quick View
2. Click Edit button (top right)
3. Make changes to any field
4. Click Save

Quick View Editable Fields:

• All contact information
• Tags (add/remove)
• Source
• Status (Active/Archived/Unsubscribed)
• Custom fields

Edit from Full Profile

1. Open contact Quick View
2. Click Open Full Details
3. Navigate to Edit tab
4. Comprehensive editing interface
5. Save changes

Full Profile Additional Features:

• Upload contact photo
• Add social media links
• Set preferred language
• Add multiple addresses
• Configure communication preferences

Bulk Edit Multiple Contacts

1. Go to Contacts page
2. Select multiple contacts (checkboxes)
3. Click Bulk Actions → Edit
4. Choose fields to update
5. Apply changes to all selected

Bulk Editable Fields:

• Tags (add or remove)
• Source
• Status
• Owner/assigned agent
• Custom fields

Managing Tags

What Are Tags?

Tags are flexible labels you create to categorize contacts your way. Unlike rigid categories, you can:

• Apply multiple tags to one contact
• Create unlimited custom tags
• Change tags anytime
• Use tags for filtering and segments

Creating New Tags

From Add/Edit Contact:

1. In Tags field, type new tag name
2. Press Enter or click "Create new tag"
3. Choose tag color
4. Tag is created and applied

From Tags Management:

1. Go to Settings → Tags
2. Click Create Tag
3. Enter tag name
4. Select color (meaningful choices)
5. Save tag

Tag Color System (suggestion):

• 🔴 Red: Hot leads, urgent
• 🟠 Orange: Warm leads
• 🟡 Yellow: Following up, waiting
• 🟢 Green: Clients, closed deals
• 🔵 Blue: Cold leads, long-term
• 🟣 Purple: VIP, referral sources
• ⚫ Gray: Archived, inactive

Applying Tags

Single Contact:

1. Open contact Quick View or Edit
2. Click Tags field
3. Select existing tags or create new
4. Save

Multiple Contacts:

1. Select contacts (checkboxes)
2. Click Bulk Actions → Add Tags
3. Select tags to add
4. Apply to all selected

Remove Tags:

• Edit contact → click X on tag
• Bulk Actions → Remove Tags

Tag Best Practices

Do:

• Use consistent naming (all caps, all lowercase, or title case)
• Create broad categories first (Buyer, Seller, Client, Lead)
• Add specific tags as needed (Luxury, First-Time, Investor)
• Use tags for campaigns (Open House 2024, Summer Campaign)
• Review tags quarterly, archive unused ones

Don't:

• Create too many similar tags (Hot Lead, Very Hot Lead, Super Hot Lead)
• Use tags for information better stored in fields (zip code, price range)
• Forget to tag new contacts (do it immediately)
• Create one-time tags (better as a note)

Contact Custom Fields

Custom fields let you track information specific to your business beyond the standard fields.

Built-in Custom Fields

Buyer Fields:

• Price range
• Preferred areas/neighborhoods
• Bedrooms needed
• Bathrooms needed
• Home type preference
• Must-have features
• Timeline to purchase
• Pre-approval status

Seller Fields:

• Property address
• Current home value estimate
• Desired sale price
• Timeline to sell
• Reason for selling
• Next home plans
• Property condition
• Open to offers date

Investment Fields:

• Investment experience level
• Budget for investment
• Preferred property types
• Investment strategy (flip, rental, etc.)
• Current portfolio size

Creating Custom Fields

Immediately (0-30 days)
1-3 months
3-6 months
6-12 months
12+ months / Just browsing

Contact Photos

Adding a Photo

Upload Photo:

1. Open contact in Edit mode
2. Click profile photo circle
3. Upload image or take photo (mobile)
4. Crop if needed
5. Save

Photo Requirements:

• Format: JPG, PNG, or WEBP
• Size: Under 5MB
• Recommended: Square ratio (1:1)
• Minimum: 200x200px
• Best: 400x400px or larger

Where Photos Appear:

• Contact list (if Card View enabled)
• Quick View panel
• Full profile
• Email threads
• Pipeline cards
• Transaction details

Merging Duplicate Contacts

Duplicates happen - someone fills out two forms, you add them manually then import a list, etc. Here's how to merge:

Archiving Contacts

When to Archive

Good Reasons:

• Lead went cold after extended follow-up
• Client moved to different market
• Lost deal to competitor
• Not interested / asked not to contact
• Contact is no longer relevant

Don't Archive:

• Past clients (keep active for referrals)
• Anyone who might buy/sell in future
• Referral sources
• Sphere of influence contacts

How to Archive

Single Contact:

1. Open contact
2. Click More Actions → Archive
3. Optionally add reason note
4. Confirm

Bulk Archive:

1. Select multiple contacts
2. Bulk Actions → Archive
3. Confirm

What Happens When Archived:

• Contact hidden from default views
• Does not receive marketing emails
• Still in database (can view with filter)
• All history preserved
• Can be unarchived anytime

Viewing Archived Contacts

1. Go to Contacts
2. Click Filters
3. Select Status → Archived
4. View all archived contacts

Unarchive Contact:

• Open archived contact
• Click Unarchive
• Contact returns to active status

Deleting Contacts

When to Delete (Rarely!)

Only Delete For:

• Test contacts you created
• Spam submissions
• Duplicate that wasn't caught before merge
• Legally required deletion (GDPR request)

Never Delete:

• Real contacts, even if cold/uninterested
• Past clients or transactions
• Anyone who might refer business
• Contacts in archived transactions

How to Delete

Single Contact:

1. Open contact
2. Click More Actions → Delete
3. Read warning message
4. Type contact name to confirm
5. Permanently delete

Bulk Delete:

1. Select contacts
2. Bulk Actions → Delete
3. Confirm deletion
4. All selected permanently deleted

Contact Ownership and Assignment

Assigning Contacts

When You Add: You're automatically the owner

Reassigning:

1. Open contact
2. Click Assign To
3. Select team member
4. Contact now owned by them

Bulk Reassign:

1. Select multiple contacts
2. Bulk Actions → Reassign
3. Choose new owner
4. Apply to all

Team Visibility

Owner: Full access, gets notifications

Team Members:

• Can view (if team permissions allow)
• Can add notes
• Can't edit unless reassigned

Admin: Always has full access to all contacts

Communication Preferences

Setting Preferences

In Contact Profile:

• Preferred contact method (email, phone, text)
• Best time to contact
• Do not contact days/times
• Language preference
• Email frequency preference

Opt-out Status:

• Marketing emails (can opt out)
• Transactional emails (cannot opt out)
• SMS/text messages
• Phone calls

Respecting Unsubscribe

System Protection:

• Cannot manually unsubscribe → subscribe someone
• Cannot send marketing emails to unsubscribed contacts
• Can still send transaction-related emails
• Must respect all opt-out requests

DNC (Do Not Contact):

• Manual flag you can set
• Prevents any outreach
• Use for: explicit requests, legal reasons
• Team members see warning when viewing contact

Mobile Contact Management

Quick Add on Mobile

1. Tap + button
2. Add Contact
3. Minimal fields:
   • Name
   • Phone or Email
   • Source
   • One tag
4. Tap Save
5. Complete details later

Mobile-Specific Features

Business Card Scan:

• Take photo of business card
• AI extracts name, phone, email
• Review and confirm
• Save contact

Location Tagging:

• Automatically tag contact with location
• Great for open houses
• "Added from [address]"

Voice Notes:

• Record voice note
• Transcribed automatically
• Attached to contact

Offline Mode:

• Add contacts without internet
• Syncs when connection restored

Contact Management Best Practices

Daily Habits

Morning (5 min):

• Review new contacts from yesterday
• Tag and categorize any untagged
• Set follow-up tasks for new leads

After Events (immediate):

• Add all new contacts right away
• Quick notes while memory is fresh
• Apply event-specific tag

Evening (5 min):

• Complete any incomplete profiles
• Log any calls/meetings from today
• Plan tomorrow's follow-ups

Weekly Maintenance

Monday (15 min):

• Review contacts with no recent activity
• Set follow-up tasks for the week
• Clean up any test/duplicate contacts

Friday (10 min):

• Export contacts added this week (backup)
• Review pipeline - update contact stages
• Archive any cold leads

Monthly Cleanup

• Search for duplicates and merge
• Archive truly cold leads
• Update tags (remove outdated, add new)
• Review custom fields (add missing data)
• Check for incomplete profiles (missing email/phone)

Common Mistakes to Avoid

1. Not Adding Contacts Immediately

   • ❌ Waiting until later (forget details)
   • ✅ Add right away, even if just name + phone

2. Incomplete Information

   • ❌ Just name and email, no context
   • ✅ At minimum: name, contact info, source, initial note

3. Not Using Tags

   • ❌ All contacts untagged, hard to find
   • ✅ Tag immediately when adding

4. Too Many Custom Fields

   • ❌ 30 custom fields, most empty
   • ✅ 5-10 fields you actually use consistently

5. Forgetting to Update

   • ❌ Contact info changes, you don't update database
   • ✅ Update immediately when you learn new info

6. Deleting Instead of Archiving

   • ❌ Delete cold leads, lose all history
   • ✅ Archive instead, keep the data

7. No Follow-up System

   • ❌ Add contact, never follow up
   • ✅ Add to pipeline or set task immediately

Quick Reference