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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

A dialog asks you to “Select how you want to add contact”:
  • Add a Single Person — “Manually add new users, one at a time.”
  • CSV — “Import a list of people from other system with a CSV file.”
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 and CSV import 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:
TabWhat’s there
GeneralThe contact’s standard and custom field values. Select Edit details to change them.
FormForm submissions tied to this contact (see Forms).
Chat ConversationEvery conversation this contact had with your agent — “Click on any conversation to view it in detail.”
NotesYour internal notes about this contact (below).
FilesDocuments you’ve uploaded for this contact (below).
Medical agents add Health and Prescriptions tabs for clinical use. Those are covered separately and aren’t part of the standard CRM.

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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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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, 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.”

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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.
Deleting a contact, note, or file is permanent and can’t be undone. 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.