Skip to main content

​
Overview

The Contacts tab in the CRM is where you manage all your contacts—individual people including leads, customers, and stakeholders. This guide covers everything from creating contacts to managing their full lifecycle.
Contacts are individual people. For organizations and businesses, see the Accounts tab in CRM Overview.

​
Managing Contacts

​
Creating a New Contact

1

Navigate to CRM

Go to CRM → Contacts or click Add Contact from anywhere in the CRM
2

Enter Basic Information

Required fields:
  • First and last name
  • Email or phone (at least one)
Optional but recommended:
  • Full address
  • Account (organization they belong to)
  • Tags for categorization
3

Set Lead Information

Configure lead tracking:
  • Lead Score: 0-100 (how qualified/interested)
  • Status: Current position in your sales process
  • Service Inquiry: What they’re interested in
4

Add Custom Data

Include business-specific information:
  • Custom fields (if configured)
  • Notes and summaries
  • Primary concerns
  • Suggested actions
5

Save

Save the contact. It immediately appears in your contacts list and becomes searchable.

​
Contact Fields

​
Name
object
required
First Name and Last NameUsed throughout the platform for personalization
​
Email
email
Primary email address
  • Used for booking confirmations
  • Required for automated communications
  • Unique identifier for matching bookings to contacts
​
Phone
phone
Primary phone number
  • International format supported
  • Alternative identifier for booking matching
  • Used for SMS notifications (if enabled)
​
Address
address
Complete address:
  • Street address
  • City, State/Province
  • Postal code
  • Country
Useful for on-site services and mapping
​
Account
reference
Link to account (organization)
  • Select from existing accounts
  • Or create new account inline
  • Sets primary account relationship
​
Customer Score
number
default:"0"
Score from 0-100 indicating lead quality:
  • 0-30: Cold lead, low priority
  • 31-60: Warm lead, moderate interest
  • 61-85: Hot lead, high potential
  • 86-100: Qualified, ready to close
Use for filtering and prioritization
​
Status
select
Position in your sales workflow:
  • New Lead: Just entered system
  • Contacted: Initial outreach completed
  • Qualified: Need and budget confirmed
  • Proposal Sent: Quote sent
  • Negotiating: Terms discussion
  • Closed Won: Became customer
  • Closed Lost: Didn’t convert
  • Existing Customer: Active customer
  • Recurring Service: Regular repeat customer
  • New Service Request: Existing customer requesting new service
  • Referral: Referred by another customer
  • Inactive: No longer active
​
Service Inquiry
string
What service(s) they’re interested inFree-text field for capturing specific interests
​
Short Summary
text
Brief overview of the contact (1-2 sentences)Example: “Referred by existing customer. Looking for monthly massage therapy. Budget confirmed.”
​
Long Summary
textarea
Detailed notes about the contactInclude:
  • How you met
  • Conversation history
  • Preferences and requirements
  • Any special considerations
​
Primary Concern
textarea
Key concern or pain point they’ve mentionedExample: “Chronic back pain from desk work. Previous therapy didn’t help. Wants holistic approach.”
​
Suggested Action
textarea
Recommended next stepExample: “Schedule consultation. Send info on therapeutic massage. Follow up in 3 days if no response.”
​
Balance
currency
default:"0"
Account balance for existing customers
  • Positive: Customer owes money (outstanding invoices)
  • Negative: Credit on account
  • Zero: Paid up
Used for invoicing and payment tracking
​
Past Services
array
History of services providedEach entry includes:
  • Service Name
  • Date
  • Outcome (Completed, In Progress, On Hold, Cancelled)
  • Details
Can be added manually or automatically populated from bookings
​
Associated Contacts
array
Related contacts with full detailsFor each associated contact, you can specify:
  • First Name and Last Name
  • Role / Relationship to primary contact
  • Phone and Email
  • Full Address
  • Contact Note
Examples: Spouse, family members, colleagues, decision-makers, referrals

​
Viewing & Searching Contacts

​
Contacts List

The main contacts view includes:
  • Search bar: Search by name, email, phone, or tags
  • Filters:
    • Lead score range
    • Status
    • Account
    • Tags
    • Date added
  • Sorting: By name, lead score, last activity, or created date
  • Bulk actions: Tag, export, or archive multiple contacts

​
Contact Detail View

Click any contact to see:
  • Contact information and details
  • Lead score and status
  • Linked account
  • Quick actions (Edit, Archive, New Booking, New Task)

​
Editing Contacts

Changes to contact information affect future bookings and communications. Past records remain unchanged.
To edit a contact:
  1. Open the contact detail view
  2. Click Edit or edit icon
  3. Modify fields as needed
  4. Click Save
Quick edit tip: Double-click most fields in the list view to edit inline without opening the full detail view.

​
Archiving Contacts

Instead of deleting, archive contacts you no longer work with:
1

Open Contact

Navigate to the contact you want to archive
2

Click Archive

Find the Archive option in the actions menu
3

Confirm

Confirm the archival. The contact will:
  • Be removed from active lists
  • Remain in database with all history
  • Be findable via archive filter
  • Be restorable at any time
Archived contacts retain all bookings, activities, and deal history. Archiving is fully reversible.

​
Duplicate Detection

When creating a new contact, Kordless checks for potential duplicates based on:
  • Email address (exact match)
  • Phone number (exact match)
  • Name similarity (fuzzy match)
If a potential duplicate is found:
1

Warning Shown

System displays similar existing contacts
2

Review Matches

Check if any match is the same person
3

Merge or Create

  • Merge: Combine with existing contact
  • Create Anyway: Confirm it’s a different person

​
Managing Accounts

​
Creating an Account

Accounts represent organizations—companies, businesses, or groups you work with.
1

Navigate to Accounts

Go to CRM → Accounts → New Account
2

Basic Information

Enter account details:
  • Account name (required)
  • Account type (Prospect, Customer, Partner, Vendor, Competitor)
  • Website
3

Classification

Select:
  • Industry: What business they’re in
  • Customer Segment: Individual, SMB, Enterprise, etc.
  • Lifecycle Stage: Current relationship status
4

Additional Details

Optionally add:
  • Size (number of employees)
  • Revenue range
  • Territory
  • Custom fields
5

Save

Save the account. It becomes available when creating contacts.

​
Account Types

Potential customers you’re pursuing:
  • Leads in qualification
  • Organizations considering your services
  • Outreach targets
Typical workflow: Prospect → Customer (when they buy)

​
Customer Segments

Categorize accounts by customer type:
  • Individual / Consumer: Single person or household customer
  • Residential: Residential customers (for service businesses)
  • Commercial / SMB: Small to medium businesses
  • Enterprise: Large corporations
  • Government / Education: Public sector and schools
Use segments for:
  • Reporting and analytics
  • Targeted campaigns
  • Pricing tiers
  • Service customization

​
Account Status

Track account relationship health:
Currently doing business:
  • Recent bookings or purchases
  • Active contracts
  • Regular engagement
Indicates: Healthy relationship

​
Linking Contacts to Accounts

Contacts can be linked to accounts in two ways: 1. Primary Account (one-to-one):
  • The main organization the contact belongs to
  • Set when creating/editing contact
  • Used as default for deals and communications
2. Related Accounts (many-to-many):
  • Additional organizations the contact is associated with
  • Multiple contacts can share an account
  • Useful for consultants, board members, or multi-role individuals
Contact: Jane Smith
Primary Account: Smith Consulting LLC
Related Accounts:
  - Tech Corp (Board Member)
  - StartUp Inc (Advisory)
  - Non-Profit Foundation (Volunteer)

​
Activities & Interactions

​
Logging Activities

Record every interaction with contacts:
Log phone conversations:
  • Date and time
  • Subject
  • Call notes
  • Outcome/next steps
Tip: Use immediately after calls while details are fresh

​
Activity Timeline

The activity timeline shows:
  • All logged activities (calls, emails, meetings, notes)
  • Booking events (created, confirmed, cancelled, completed)
  • Deal stage changes
  • Task completions
  • Automated system events
Timeline features:
  • Chronological order (newest first)
  • Filter by type or date range
  • Search within activities
  • Pin important activities to top
  • Export timeline as PDF

​
Tasks & Follow-ups

Never miss a follow-up with the tasks system:

​
Creating Tasks

1

From Contact or Account

Click New Task from any contact/account detail view
2

Task Details

Specify:
  • Subject: Short description (e.g., “Follow up on proposal”)
  • Description: Longer context and instructions
  • Due Date: When it should be completed
  • Status: Open, In Progress, Completed, Canceled
3

Assignment

Assign to:
  • Yourself
  • Team member
  • Multiple people (subtasks)
4

Linkage

Optionally link to:
  • Contact (usually auto-linked)
  • Account
  • Deal
5

Save

Save the task. It appears on your task list and calendar.

​
Task Management

Task statuses:
  • Open: Not started
  • In Progress: Currently working on
  • Completed: Finished
  • Canceled: No longer needed
Task views:
  • My Tasks: Tasks assigned to you
  • Team Tasks: Tasks for your team
  • Overdue: Past due date
  • Today: Due today
  • This Week: Due within 7 days
Bulk operations:
  • Mark multiple tasks complete
  • Reassign in bulk
  • Change due dates
  • Delete completed tasks

​
Important Dates

Track significant dates related to contacts:
​
Date Type
select
  • Renewal: Contract or subscription renewal
  • Follow-up: Scheduled follow-up date
  • Birthday: Contact’s birthday (for personal touch)
  • Custom: Any other important date
​
Source
select
How the date was captured:
  • Manual: Entered by user
  • CRM: From CRM activity
  • Comms: From email/message
  • Booking: From booking metadata
​
Confidence
number
Score 0-100 for inferred datesHigh confidence = reliable data Low confidence = double-check needed
Features:
  • Calendar sidebar shows upcoming important dates
  • Automatic reminders (coming soon)
  • Bulk import from CSV
  • Export to calendar apps

​
Export & Reports

​
Export Options

Export data for analysis or migration: CSV Export:
  • All contacts with custom fields
  • Filter first, then export (exports visible records)
  • Includes tags, lead scores, statuses
  • Preserves custom field data
Bulk Actions:
  • Export activities for selected contacts
  • Export tasks and their status
  • Generate contact lists for campaigns

​
Basic Reporting

Advanced reporting and dashboards are coming soon. Current capabilities include filtering and CSV export for external analysis.
Current reports available:
  • Contact count by status
  • Lead score distribution
  • Activity volume over time
  • Task completion rates

​
Best Practices

Maintain data quality:
  • Use standardized formats for phone numbers
  • Complete all relevant fields (not just required ones)
  • Add tags consistently
  • Keep summaries up to date
Quality data makes searching and filtering much more effective.
Log interactions as they happen:
  • Right after calls
  • After meetings
  • When sending important emails
Don’t wait—details fade quickly!
Create a tag taxonomy:
  • Source tags: Where leads come from
  • Interest tags: Services they want
  • Stage tags: Where they are in your process
  • Campaign tags: Marketing campaign tracking
Review and clean up tags monthly.
Update customer scores based on:
  • Engagement (opens, clicks, responses)
  • Budget confirmation
  • Timeline urgency
  • Decision-maker access
Focus your energy on high-scoring leads.
Preserve history by archiving instead of deleting:
  • Keeps all interaction history
  • Maintains data integrity
  • Allows reactivation if needed
  • Helps with reporting and trends
Only delete obvious spam or test records.

​
Next Steps

CRM Overview

Learn about the full CRM feature set

Manage Teams

Organize staff and assign ownership

Calendar Integration

See how bookings link to contacts

API Access

Access contact data via API