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A lead chatted with your agent yesterday and left their email. Today you want to follow up: check what they asked, jot down what to say, and attach the quote you prepared. Contacts is where all of that lives — one record per person, with their details, your notes, their files, and the conversations they had. Open your agent and choose CRM → Contacts in the sidebar. The page is titled Contacts, with the subtitle “You have N contacts. Click any contact to view its details.”

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Prerequisites

  • An agent (see Create an agent).
  • Contacts arrive on their own once people chat with a live agent, or you can add them yourself.

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The contacts list

Each row in the list shows the columns Name, Primary Email, Mobile Number, Gender, and Status. Use Search contacts to find someone by name. Before you have any, the list reads “No contacts yet. Add your first contact to get started.”
CRM Contacts list showing contact rows and the search box

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Add a contact

1

Open the contacts list

Go to CRM → Contacts and select Add Contact.
2

Choose how to add

Add a single person manually (below). Bulk CSV import is shown as Coming Soon and isn’t available yet — for now, add people one at a time or let your agent capture them automatically from conversations.
3

Fill in the details

For a single person, the Add New Contact form opens with a Basic Information section (“Default fields available in every workspace”) — Name, Email ID, and Mobile Number — plus any Custom Fields you’ve created. You must add at least an email or a phone number.
Add New Contact form with Basic Information and Custom Fields sections
4

Save

Select the create action. A2V2.ai checks for duplicates as you type and warns “A user with similar details already exists” so you don’t create the same person twice.
Most of your contacts shouldn’t need the Add Contact button at all — a well-set-up agent captures them from conversations automatically. Use manual add to seed your existing list or add the occasional contact who reached you another way.

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View a contact

Click any contact to open Contact Details. The header banner shows their name, Owner, Stage, and Status, plus quick actions to copy their name, email, or phone. The details are organized into tabs:
Medical agents add two more tabs for clinical use: Health (see Health tracking) and Prescriptions (see Prescriptions). They only appear on medical agents and aren’t part of the standard CRM, so they’re covered separately.
The banner also records where the contact came from — for example, “Created … via Manual” for one you added yourself. Contacts captured from a conversation are labelled by their source instead.

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Owner, stage, and status

  • Owner — the team member responsible for the contact. You can set a Primary and an optional Secondary admin, or have Automations assign them.
  • Stage — where the contact sits in your pipeline: Lead, Prospect, Customer, or Old Customer. Move a contact forward or back as the relationship changes.
  • Status — Active or Inactive. Marking a contact inactive (“Hide … from active contacts?”) keeps all their data and history intact and hides them from your active list; you can reactivate anytime.

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Chat Conversation

Before you follow up with a lead, it helps to see everything they’ve already asked. The Chat Conversation tab gathers every conversation this contact had with your agent in one place, so you’re never guessing what was said. It’s a read-only view: a list of conversations on the left and the full transcript on the right. On mobile the list stacks above the detail, under the heading “Name’s Chats” with the prompt “Click on any conversation to view it in detail.”
Contact detail Chat Conversation tab showing the conversation list and transcript
This is your Conversation history filtered down to this one person. To search or manage conversations across every contact, open Conversations instead.

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Notes

Notes are your private, internal record about a contact — what was discussed, what to do next, anything your team should know. They’re never shown to the contact.
1

Open the Notes tab

On a contact, select the Notes tab, then Add Note.
2

Write the note

Give it a Title and Content. The editor supports rich text, so you can format the note with headings, lists, and emphasis. Titles can be up to 200 characters and content up to 3,000.
Contact detail Notes tab with the Add Note modal open
3

Save and manage

Saved notes appear in a table with Title, Source, Author, Created Date, and Last Updated. Use View, Edit Note, or Delete Note from the row.
Search existing notes with Search Notes. With none yet, the tab reads “No notes yet — Click ’+ Add Note’ to create your first note.” The Source column shows where a note came from. Notes you write show Manual. If your workspace uses the Tebra integration, clinical notes pulled in from Tebra are labelled accordingly and may carry tags — those tags come from the import and aren’t something you type in yourself.

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Files

Attach documents to a contact — a signed agreement, an ID, a quote, an intake PDF.
1

Upload

On a contact, open the Files tab and select Upload File. Each file can be up to 10MB.
2

Review and download

Files list with File Name, Type, Size, and Date. Use the row actions to Download or Delete.
Supported types include PDF, DOC, DOCX, XLS, XLSX, TXT, CSV, and common images (JPEG, PNG, GIF, WEBP), plus ZIP and RAR archives.

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Who can do what

Any team member who can open a contact can read all of its tabs and add to them. Deleting is where roles differ — notes are held to a higher bar than files, so a stray click can’t erase your team’s written record.
There’s no self-serve way to restore a deleted contact, note, or file, so treat deletion as final. To take a contact out of your active list without losing their data, mark them Inactive instead.

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Troubleshooting

The agent only fills in a field during a conversation if that field has Allow for AI enabled, and it needs at least an email or phone number to create a contact. Check your custom fields and that the standard contact fields are AI-enabled.
A2V2.ai warns about likely duplicates when you add a contact, but you can still create one. Open the existing contact instead, or delete the duplicate. Email and phone are used as key identifiers for matching.
Files are capped at 10MB each. For larger documents, compress the file or split it before uploading.
They may have been marked Inactive. Inactive contacts are hidden from the active list but keep all their data — reactivate them from the contact’s banner.

Custom fields

Capture more than name and email — and let the agent fill it in.

Forms

Collect structured information and attach it to contacts.

Automations

Auto-assign an owner and starting stage to every new contact.

Conversation history

Read the conversations behind each contact.