Managing Your Contacts

You can add contacts manually one at a time, or import them in bulk via CSV. To create a single contact:

1. Navigate to Contacts in the sidebar
2. Click the Add Contact button in the top right
3. Fill in the contact information (detailed below)
4. Click Create Contact to save

At minimum, you must provide either an email address or phone number. This ensures you have at least one way to reach the contact for surveys and review requests.

Personal Information

• Title: Choose from Mr, Mrs, Ms, Dr, M., Mme., or Mx. This personalizes your communications
• First Name: The contact's given name
• Last Name: The contact's family name
• Email: Must be unique across your contact database. Duplicate emails are rejected
• Phone: Mobile or landline number in any format
• Preferred Language: Choose English or French. This determines which language version of your surveys and emails they receive

Organization

• Organization: Search for an existing organization or create a new one inline. See Organizations for details

Consent Tracking

• Consent: Check this box to indicate the contact has given consent to receive commercial electronic messages. When you toggle this on, the system automatically records the consent date and source as "manual"

Custom Fields If your account has custom fields configured, they'll appear at the bottom of the form. See Custom Fields for details.

The system prevents duplicate email addresses to maintain data integrity. If you try to create a contact with an email that already exists, you'll see an error message. Email matching is case-insensitive, so "john@example.com" and "JOHN@example.com" are considered duplicates.

To update a contact's information:

1. Find the contact in your contact list
2. Click the Actions dropdown in the right column
3. Select Edit
4. Update any fields you need to change
5. Click Save Changes

All the same fields from contact creation are available for editing. Changes are saved immediately and logged in your account's audit trail.

You can toggle the consent checkbox on or off at any time. Each time you enable consent, the system records a new consent date and marks the source as "manual". This creates an audit trail for compliance purposes.

To permanently remove a contact from your database:

1. Find the contact in your contact list
2. Click the Actions dropdown
3. Select Delete
4. Confirm the deletion in the dialog that appears

Important: Deletion is permanent and cannot be undone. The contact record, along with all associated survey responses and review requests, will be removed from your account. Consider carefully before deleting contacts, especially those with historical data.

All deletions are logged in your account's audit trail for compliance and tracking purposes.

The search bar at the top of the contacts page lets you quickly find specific contacts. As you type, the list updates in real-time.

The search function looks across multiple fields:

• Email addresses
• First names
• Last names
• Phone numbers

All searches are case-insensitive, so "john smith" will find "John Smith", "JOHN SMITH", and "john smith".

• Search by partial matches: "john" will find "Johnson", "Johnny", and "john@example.com"
• Phone search works with any format: "555-1234", "5551234", or "(555) 1234" all work
• Clear the search box to return to the full contact list

The contacts table displays key information at a glance:

Shows the contact's full name (First + Last). A green shield icon appears next to names of contacts who have given consent, making it easy to identify who you can contact for commercial purposes.

Display the contact's primary communication channels.

Shows "EN" or "FR" to indicate the contact's preferred language. This badge uses your brand colors and helps you quickly identify which language version of surveys to send.

Displays the contact's most recent Net Promoter Score, color-coded for quick identification:

• Green (9-10): Promoters who love your business
• Yellow (7-8): Passives who are satisfied but not enthusiastic
• Red (0-6): Detractors who may be at risk of churning

If a contact hasn't completed an NPS survey, this column is empty.

Shows how many surveys have been sent to this contact and how many they've responded to. This helps you identify your most engaged customers and avoid over-surveying.

Provides quick access to Edit and Delete functions.

At the bottom of the contact list, you'll find pagination controls:

• Per Page Selector: Choose to display 25, 50, or 100 contacts per page
• Page Navigation: Click page numbers or use the Previous/Next buttons
• Record Counter: Shows "Showing X to Y of Z contacts" so you always know where you are in the list

Contacts are sorted by creation date by default, with the newest contacts appearing first.

Now that you understand contact management basics, explore these related features:

• Import contacts in bulk from CSV or Excel
• Group contacts by organization for B2B management
• Configure custom fields for additional data
• View detailed contact history and activity