Contact Profile
The one screen where everything about a person lives — their details, every message either way, what’s scheduled next, their proposals, and the full history of the relationship.
On this page
1How the profile is organised
The profile header shows the contact’s name and their next appointment, so the most time-sensitive fact is always in view. Below it, the record is split into tabs:
| Tab | What’s there |
|---|---|
| Info | Name, company, phones, email, address — the core record |
| Details | The sales fields and milestone checkboxes (next section) |
| Compose, schedule and review email with this contact | |
| Text | The SMS conversation, both directions |
| Events | Appointments, with invites to the contact and your team |
| Tasks | Work assigned to a user about this contact, current and archived |
| Proposals | Every proposal attached to the contact |
| Whiteboard | Free-form workspace, plus Add Note and Log-a-Call |
| Pending Actions | Everything scheduled to happen next |
| History | The complete timeline of the relationship |
| Notifications | Notifications tied to this specific contact |
The same profile is available in the mobile app, organised as swipeable tabs, so a conversation logged from a driveway shows up on the desk identically.
2Details: the sales fields
The Details tab is where a contact’s place in your process is set:
- Lead Source — where they came from; drives Connection Plans and reporting
- Opportunity — what the deal is
- Action Plan — the automated sequence they’re on
- Sales Cycle — their stage, which is their column in the Pipeline
- Deal Size, Likelihood, Close Date — the forecasting fields
Alongside those sit four milestone checkboxes — Appointment Set, Quoted, Closed, Completed — which mark the big moments in the deal and feed reporting.
Changing the Action Plan asks you to confirm
A contact can only be on one plan at a time, so changing it here replaces the plan they were on and drops any of its remaining steps. The confirmation exists because this is a bigger change than picking a value from a dropdown normally is. If you want a second sequence to run alongside the current one, use a Parallel Trigger Plan instead.
3Email and text from the profile
The Email and Text tabs are where individual, human conversations happen — as opposed to the automated sends an Action Plan makes. Both let you write freely or start from a template, which is merged with the contact’s details as you insert it.
Send now, or later
A message doesn’t have to go out the moment you write it. Both tabs let you choose Immediate or a later time, so you can draft a follow-up during the conversation and have it land the next morning.
Attachments from two places
You can attach files from Account Files — shared material like brochures and price lists — or from Client Files, the documents attached to this specific contact. Keeping shared collateral at account level means every user attaches the current version rather than a copy from their desktop.
“SMS blocked”
If a contact isn’t flagged as OK to text, the Text tab warns you and won’t send. The flag is on the contact’s record, and it’s there for consent reasons — change it on the record, not by working around it.
4Appointments and events
The Events tab holds the contact’s appointments. When you create one, you can send an invite email to the contact and include notes for the assignee (the team member responsible) and for the invitees, with a preview of the invite before it goes.
Appointments created here appear on the Calendar and, if you’ve connected it, in Google Calendar. They can also anchor an Event Plan, so reminders run before and after the date automatically.
5Whiteboard, notes and Log-a-Call
The Whiteboard tab has three parts, and the distinction matters:
- Whiteboard — a single persistent scratch space on the record. Good for the running context of a deal; it isn’t timestamped and it overwrites itself.
- Add Note — a dated entry in the history. Use this for anything you’d want to find later.
- Log-a-Call — a structured call record with a Reason Code, a Disposition Code and notes, which can notify any of the assigned users by email or text.
Log calls, don’t note them
A call written as a note is just text. A call logged with reason and disposition codes is reportable — you can later ask “how many calls ended in ‘left voicemail’ last month?” Use Log-a-Call for calls, every time.
6Pending actions
This tab lists what’s scheduled to happen next for the contact — contact reminders, appointments, calls, emails, texts, automatic moves, contact type changes and integration messages — each with the plan it belongs to and when it will fire. It’s the answer to “is anything going to happen with this person, and when?”
An action can be deleted from here if it no longer makes sense, without touching the plan it came from.
7History
History is the read-only, chronological record of everything: emails and texts in both directions, notes, logged calls, appointments, action plan moves, proposals and system events, each with the date, the type, and who did it.
Before any call, this is the tab to read. It also settles disputes — when a plan moved the contact, when a message actually went out, who changed what.
8Troubleshooting
The contact’s stage changed and nobody touched it
Check History for an action plan move. Conversion and Retention plans set the sales cycle when they activate.
I can’t send a text
The contact isn’t flagged as OK to text. Update the flag on the record.
The scheduled email never went out
Check Pending Actions — if it isn’t listed, it was never scheduled or was deleted. If it is listed with a past time, contact support with the contact and time.
A field I need isn’t on the profile
Custom fields are defined in Settings. If your Enterprise account has locked custom fields, the field has to be added upstream.
9Related pages
- Pipeline — the stage view these profiles roll up into.
- Action Plans — what runs against a contact automatically.
- Templates — saved messages for the Email and Text tabs.
- Proposals — building and sending a quote from the profile.