The Contacts list is the source of truth for everyone you talk to. Every message, call, and note you’ve ever exchanged with a person lives here, tied to one record — no matter which channel it arrived on.
Find a contact
Three ways:
- Search at the top of the list — matches name, phone, email, and any custom field you’ve added.
- Filter chips — quick filters for tag, assigned agent, opt-in status, last activity, and source.
- Saved views — once you’ve set up a filter combo you like, save it. It shows up in the left rail for one-click recall.
Searches and filters compose. Search “Acme” while the “Pro tier” tag is selected and you get only Pro contacts whose name, email, or company contains “Acme”.
What lives on a contact
The built-ins, on every contact regardless of how your tenant is configured:
- Name — first and last
- Phone(s) and email(s) — a contact can have more than one of each
- Company — optional link to a Company record (see Companies)
- Tags — free-form labels for segmenting
- Assigned agent — who owns this contact
- Source — how the contact entered (import, API, inbound message, manual)
- Created and Last activity timestamps
- Channel opt-in / opt-out — per channel: SMS, WhatsApp, Email, Viber, etc.
- Notes — free text from agents, timestamped and attributed
Anything beyond these is a custom field. Add what your business needs in Settings → Contact fields — see Custom contact fields.
Assign a contact (or reassign)
Click the contact, open the details pane, and pick a new agent from the Assigned agent dropdown. The change is immediate. The previous assignee’s view loses the contact within seconds.
To assign many at once: select rows in the list (checkbox), click Bulk → Assign, pick the agent. Same flow for tagging and untagging.
Add a contact manually
Click New contact at the top right of the list. Enter at least a name and one phone or email. Save. The contact is created with Source: Manual and assigned to you by default.
For bulk additions, use Import & export contacts — it’s faster and gives you field-by-field control.
Permissions, briefly
What you see depends on your role:
- Agents see contacts assigned to them.
- Supervisors see contacts assigned to anyone on their team.
- Admins see everything.
Assigning a contact to someone on a different team moves visibility — the original assignee no longer sees them.
A few things worth knowing
- Real-time updates. If a teammate retags a contact you’re viewing, the new tag appears within a couple of seconds; no page refresh needed.
- Deletion is permanent. Deleting a contact removes them and their conversation history. This exists to support GDPR Right to Erasure requests — see Compliance: export or delete a contact’s data.
- Duplicates. VeloConnect doesn’t auto-merge by phone or email. If a customer messages from two numbers, you’ll see two contacts until someone manually merges them. Merge UX is on the roadmap.