Contacts is the contact book of your project: the people who call you, with their numbers, company, notes and your own fields. Your voice agents recognise callers from it, your PBX looks them up while the phone rings and adds the ones it does not find, and every finished call is journalled on the person who made it.
It keeps one record per person across every channel, matches numbers however they are written, journals every call with its recording and summary, and stays in step with your PBX and your CRM.
One contact book for the project
Shared by every agent, the PBX and your team. Search by name, company, email or number; open a contact to see everything about them and every call they made.
Numbers matched the way people write them
Numbers are matched on their last ten digits, so +30 697 260 5774, 0030 697 and 697 are one person, not three.
Recognised while the phone rings
A connected cloud PBX looks the caller up in the book as the call comes in, shows the name on the phone, and can add an unknown caller on the first call.
Every call journalled
Inbound and outbound, answered or missed, with the duration and the link to the PBX recording, on the contact and in the project's call journal.
Your own fields
Up to twenty custom fields per project: text, number, date, a choice from a list, or yes and no, required or optional, shown in the list when you want them.
Fields published to the PBX
Map a custom field to one of the PBX's contact fields (home number, second mobile, address, postal code, remark) and the phone shows it when that person calls.
HubSpot sync
Send every new contact to HubSpot as it is added, pull from HubSpot on a schedule with the conflict policy you choose, push what is missing, and see every run's counts.
Privacy and holds
Contact data stays in the project, recordings follow the package's retention, and legal holds keep what must be kept.
Step by step
How do you connect it?
The contact book is there from the start. Connecting the PBX takes a downloaded template and a few switches on the PBX side.
01
Open Contacts
Contacts has its own tile in the app launcher. Add people by hand, import them from HubSpot, or let the agents and the PBX add them as calls come in.
02
Enable the PBX integration
On the project's Integrations page, enable your PBX, copy the client secret shown once, and download the CRM template already filled with the right addresses.
03
Upload the template on the PBX
On the PBX, upload the template under CRM templates, paste the client id and secret, and turn on contact sync, create new contact and the call journal.
04
Make a test call
The caller appears in Contacts, the call in the journal with its recording, and every enabled operations agent with a Call ended trigger starts on it.
Use cases
What is it used for?
Knowing who is calling before you pick up, keeping the history of every relationship in one place, and feeding the systems your team already uses.
Caller recognition
The phone shows the customer's name and your own fields (the account number, the last order, a remark) before anyone answers.
The history of a customer
Every call with its recording, transcript and summary on one page, whether an agent or a person took it.
Unknown callers become contacts
First-time callers are added on the first call, so the second call already has a name and a history.
Keeping HubSpot in step
New leads from the phone and the website land in HubSpot; changes made in HubSpot come back on the schedule you set.
Fields your business needs
Membership numbers, preferred branch, insurance provider, delivery notes: your fields, on every contact, on the phone and in the API.
Data for the workflows
Operations agents receive the caller's number with every call and can enrich, route or report on the contact.
In practice
Two examples
Example 1
A service company with a cloud PBX
The PBX is connected to the project. When a customer calls, the technician's phone shows the customer's name and the custom field 'contract number' published to the PBX. When the call ends, the PBX journals it: the call appears on the contact with the recording link, and the operations agent that transcribes and summarises it starts at once.
A new customer calls for the first time. The PBX does not find them, so it creates the contact with the number, and the operations agent's summary is journalled on that new contact. The team fills in the name and the contract number from the summary.
Example 2
A sales team on HubSpot
Push on create is on: every contact the voice agent or the PBX adds is created in HubSpot within the same minute, linked by HubSpot id. A pull every 30 minutes brings back the fields the sales team edits in HubSpot, with 'HubSpot wins' as the conflict policy.
The sync history shows every run with what it read, created, updated, linked and skipped, and a contact that exists in both systems is linked rather than duplicated because the match runs on HubSpot id, then email, then phone number.
Integrations
Current integrations
Contacts connects to your PBX and your CRM today, and to your own software through the API.
Cloud PBX
Contact lookup while the phone rings, automatic creation of unknown callers, the call journal with recordings, and your custom fields published to the phone.
HubSpot
A private app token from your own HubSpot portal, verified when you save and stored encrypted. Push on create, scheduled pull and push, conflict policies and a full sync history.
Voice & Chat agents
Agents recognise callers from the book and their calls, transcripts and summaries are journalled on the contact.
API and SDK
Create, search, update and delete contacts, read a contact's calls and the project's call journal, and manage the custom fields from your own code.
One platform
How it works with the other applications
Contacts is the memory of the platform: who called, when, and what happened. The voice agent reads it during the call, the Calendar books under the contact's name, and operations agents write to it after the call.
