Contact Management
Contacts are the individuals you interact with at customer and prospect organizations. This guide covers comprehensive contact management in Angage CRM.
Overview
Contact management enables you to:
- Maintain detailed contact profiles
- Track relationships and roles
- Manage communication preferences
- Provide customer portal access
- Link contacts to accounts, leads, and opportunities
Accessing Contact Management
Navigate to CRM → Contacts to access the contact management interface.
Understanding Contacts
Contact Information
Personal Details
- First Name / Last Name - Contact's name
- Email - Primary email address
- Phone / Mobile - Contact numbers
- Job Title - Role at organization
- Department - Department or team
- Date of Birth - For personalization
Address Information
- Address - Street address
- City / State - Location
- Country - Country
- Postal Code - ZIP/postal code
Social Profiles
- LinkedIn - Professional profile
- Twitter - Twitter handle
- Facebook - Facebook profile
Status Flags
- Is Primary - Primary contact for account
- Is Active - Contact is active/inactive
Contact Relationships
Contacts can be associated with:
| Entity | Relationship |
|---|---|
| CRM Account | Company/organization |
| Customer | Billing customer |
| Supplier | Vendor contact |
| Lead | Prospect contact |
| Opportunity | Deal contact |
Creating Contacts
Manual Creation
- Navigate to CRM → Contacts
- Click New Contact
- Enter contact information:
Required Fields
- First Name - Contact's first name
- Last Name - Contact's last name
- Email OR Phone - At least one contact method
Recommended Fields
- Job Title - Professional role
- Account - Associated organization
- Mobile - Direct phone number
- Click Save to create the contact
Quick Create from Records
Create contacts directly from:
- Account records
- Lead records
- Opportunity records
- Customer records
Click Add Contact on any related record to create with automatic association.
Contact Import
For bulk contact creation:
- Navigate to CRM → Contacts → Import
- Download CSV template
- Fill in contact data
- Upload completed file
- Map fields and review
- Confirm import
Import Best Practices
- Validate email formats before import
- Include account/company names for matching
- Remove duplicates from source file
- Use consistent formatting
How-To Guides
How to Assign Contact Roles
Available Roles
When linking contacts to opportunities or accounts:
| Role | Description |
|---|---|
| Decision Maker | Final authority on purchases |
| Influencer | Influences the decision |
| Technical Buyer | Evaluates technical fit |
| Economic Buyer | Controls budget |
| End User | Will use the product/service |
| Gatekeeper | Controls access to decision makers |
| Champion | Internal advocate for your solution |
Assigning Roles
- Open the opportunity or account
- Go to Contacts tab
- Add or select contact
- Choose appropriate role
- Save the assignment
How to Set Up Portal Access
Enabling Portal Access
- Open contact record
- Go to Portal Access tab
- Toggle Portal Access to enabled
- Set portal credentials:
- Email (used for login)
- Generate or set password
- Assign portal role
Portal Permissions
Configure what the contact can access:
| Permission | Description |
|---|---|
| Orders | View sales orders |
| Invoices | View and download invoices |
| Statements | Access account statements |
| Support Tickets | Create and view tickets |
| Quotations | View quotes |
| Returns | Request returns |
| Credit Notes | View credit notes |
| Items | Browse product catalog |
| View Prices | See pricing information |
| Manage Addresses | Edit shipping addresses |
| Edit Customer Info | Update account details |
Permission Templates
Create templates for common role types:
- Basic User - View orders and invoices only
- Purchaser - Full ordering capabilities
- Administrator - All permissions
How to Manage Multiple Contacts per Account
Contact Hierarchy
Establish clear relationships:
- Mark one contact as Primary
- Assign roles to each contact
- Note reporting relationships
- Track communication preferences
Primary Contact
The primary contact:
- Receives default communications
- Appears first in contact lists
- Is the main point of contact
- Can be changed at any time
To set primary:
- Open account record
- Go to Contacts tab
- Click Set as Primary on desired contact
How to Track Contact Activities
Logging Interactions
- Open contact record
- Go to Activities tab
- Click Add Activity
- Select type:
- Call
- Meeting
- Note
- Enter details and save
Activity History
View complete interaction history:
- Calls and meetings
- Emails sent/received
- Notes and comments
- Related opportunity activities
- Support ticket interactions
How to Merge Duplicate Contacts
Identifying Duplicates
System checks for duplicates based on:
- Email address
- Phone number
- Name + Company combination
Merge Process
- Navigate to CRM → Contacts → Duplicates
- Review suggested duplicates
- Select contacts to merge
- Choose master record
- Review data to keep
- Confirm merge
Merge Caution
Merging is permanent. The non-master record will be deleted. All activities and relationships transfer to the master record.
How to Segment Contacts
Creating Segments
Build targeted contact lists:
- Go to CRM → Contacts
- Click Create Segment
- Define criteria:
- Job title contains "Manager"
- Country equals "Australia"
- Has purchased in last 90 days
- Name and save segment
Using Segments
Segments can be used for:
- Email campaigns
- Export lists
- Reporting
- Assignment rules
Advanced Features
Contact Enrichment
Automatic Data Enhancement
- Social profile linking
- Company information
- Job title standardization
- Email verification
Manual Enrichment
Add detailed information:
- Personal preferences
- Communication style
- Best contact times
- Special notes
Contact Scoring
Scoring Factors
- Engagement level
- Response rates
- Meeting attendance
- Email opens/clicks
- Portal activity
Using Scores
- Prioritize outreach
- Identify champions
- Spot disengaged contacts
- Trigger re-engagement
Communication Preferences
Track preferences:
- Preferred contact method
- Best times to reach
- Communication frequency
- Opt-out preferences
- Language preference
Best Practices
📝 Data Quality
- Keep contact info current
- Verify email addresses
- Update job changes promptly
- Note when contacts leave
👥 Relationship Mapping
- Identify all stakeholders
- Assign accurate roles
- Track organizational changes
- Map reporting structures
📞 Communication
- Log all interactions
- Respect preferences
- Follow up promptly
- Maintain professionalism
🔒 Privacy
- Honor opt-out requests
- Secure sensitive data
- Follow data regulations
- Manage consent properly
Configuration
Contact Settings
Navigate to Settings → CRM → Contacts:
- Required Fields - Mandatory information
- Duplicate Rules - Detection criteria
- Default View - List or card view
- Portal Defaults - Default permissions
Custom Fields
Add fields for your needs:
- Industry-specific data
- Preferences
- Custom categories
- Additional identifiers
Navigate to Settings → Customization → Contact Fields
Contact Roles
Configure available roles:
- Go to Settings → CRM → Contact Roles
- Add or edit roles
- Set role descriptions
- Configure default assignments
Troubleshooting
Common Issues
Cannot create contact
- Check required fields
- Verify email format
- Review duplicate rules
- Check permissions
Portal access not working
- Verify portal is enabled
- Check email/password
- Review permission settings
- Confirm account status
Contact not appearing in searches
- Check active status
- Verify data entered correctly
- Review filter settings
- Allow time for indexing
Duplicate not detected
- Review duplicate rules
- Check field formatting
- Verify comparison fields
- Manual search may be needed
Next Steps
Learn about Email Campaigns to engage your contacts effectively.