Contacts & follow-ups

One record per person with every call, chat and WhatsApp message - and one list of the callbacks, hot leads and wrap-ups waiting on your team.

Contacts and Follow-ups live under Outcome in the sidebar. Contacts is the record of every person your agents and your team have talked to. Follow-ups is the to-do list that comes out of those conversations.

Both pages appear only when contacts are turned on for your workspace, and need access to Campaigns.

Contacts

Each person gets one record, whichever channel they arrived on - a campaign call, an inbound call, a website chat or WhatsApp. One phone number is one contact; contacts are never merged.

The page has two parts: a searchable list on the left and the selected person’s record on the right. Each record has its own address, so you can share a link to it.

The list

Search by name, number, email or company.
Filter with the chips: All, Called, Chatted and Do not call. Each chip shows its count.
Customer numbers are masked in the list (for example +91 98•••• 5678), and on outcome boards too.

Add contact

Click Add contact to create a record by hand: Name, Phone, Email, Company and Language.

Export

Export downloads the contacts in the current search and filter as a CSV, including the Do not call view. It’s available to people with admin access to Campaigns.

A contact’s record

The top of the record shows the name (or Add a name when you only have a number), a do-not-call badge when it applies, the number with a Copy number button, and their company, open threads and last touch.

Threads. Each campaign or inbound agent the person has dealt with is a thread, shown as a tab. Closed threads (finished, or from an ended campaign) sit under a Closed menu. Selecting a thread shows:

What they need - a short AI brief written from that thread’s conversations and your team’s notes: their need, the signals that matter, what’s holding them back, and the next step. If they haven’t been reached yet, it says so instead of guessing.
A Call button to call them yourself on that thread (see Call from the browser).

Activity. Everything that happened with this person, newest first and grouped by day: calls, chats, WhatsApp messages, board moves, campaign activity, notes and do-not-call changes. Narrow it to one thread, or switch between Everything, Conversations, Pipeline and Notes. Missed calls and automatic board updates fold into one row per day.

Notes. Add a note for your team. Notes also feed the AI brief, so the next person picks up where you left off.

Details. Email, company, language, where they came from and when they were first seen. Click Edit to change them - changes apply to the record everywhere, including campaigns and boards.

Owner. Assign the contact to a teammate, or leave it Unassigned.

Follow-ups. This person’s open callbacks and any calls still waiting for a wrap-up.

Add to a campaign - pick a running voice campaign. They join its calling list and are dialled inside that campaign’s calling window.
Export this history - download this person’s activity.
Mark do not call - stops every campaign from calling this number. Allow calls again asks you to confirm first, and needs Compliance access. A number blocked by a data-erasure request can’t be allowed again.
Erase contact - erase this person’s data (a DPDP erasure request). Only available to compliance admins, where erasure is turned on for the workspace. You type ERASE to confirm. See Compliance & data.

Call from the browser

You can call a contact yourself, from your browser, without a desk phone.

Open the contact and the thread you want to continue, then click Call.
Choose Call from - one of your numbers. If you don’t have one, you’re asked to Get a number first.
Allow microphone access when your browser asks.

The same checks as a campaign call run first. You can’t call a number marked do not call, and you’re told plainly when your wallet is empty or your business isn’t verified yet. When there’s a softer reason to wait, you’re asked Why call now? before you can call anyway.

During the call, a small call bar stays on screen as you move around the console, with Mute, a Keypad and Hang up. The thread switches to a call workspace with the AI brief and a Notes box for the call.

Wrap-up

When the call ends, the call bar offers Wrap up or Later.

The wrap-up form asks for:

Outcome - one chip per column of that thread’s outcome board. An unanswered call starts on No answer.
Next step - Callback (pick a time, then By me or, on campaign threads, By the agent), No follow-up, or Close thread (for won or lost outcomes).
Note - pre-filled from your call notes and saved to the contact.

Click Save wrap-up. If you choose Later, the call shows up in Follow-ups under Wrap-up pending until someone files it.

Follow-ups

Follow-ups is one list of everything waiting on a person. The sidebar item shows how many are due.

The list is split into sections. Each folds open and closed, and shows its count:

Section	What’s in it
Overdue	Callbacks past their time.
Due today	Callbacks due today.
Hot	Leads the AI moved forward, for example to an “Interested” column.
Needs review	AI board placements waiting for a person to confirm.
Wrap-up pending	Manual calls that still need a wrap-up.
Upcoming	Callbacks coming later.

Each row shows who it is, which thread, what they need, why it’s on the list and when it’s due. A callback the agent will make shows Agent will call.

Mine and Team. By default you see Mine - your rows plus Unassigned ones anyone may take. Owners and admins can switch to Team and filter by teammate.

Actions on a row:

Call - opens the contact on that thread, ready to call. Open opens it without calling. Taking an unassigned row asks you to confirm that you’re claiming the contact.
Snooze - 1 hour, Tomorrow 11:00, or Pick a time…
Reassign… (owners and admins) and Cancel follow-up, from the more menu.

A wrap-up pending row only offers Open - the wrap-up is done from the contact page.

Browser reminders

While you’re signed in, a callback that’s yours shows a reminder at its due time, with a Call button. Click Enable reminders on the Follow-ups page to also get them as browser notifications. A snoozed callback reminds you again at its new time.