Customer Contacts

You can create potential Customer Contacts (crm_customer_contact) to connect them to the leads, opportunities, and companies. By default, only active customer contacts are displayed in the list interface.

tip

Roles required:

Read	Create	Update	Delete
Users with the following roles can view all the fields of a customer contact: crm_marketeer crm_certificate_manager crm_presale crm_sales crm_manager crm_pam crm_read_admin crm_admin admin Agent interface users without special CRM roles can view the following fields of a customer contact related to the current user's company: Display name First name Last name Job title Company Is user User Active Show all opportunities of the partner – only if the user's company Class is Partner.	crm_marketeer crm_sales crm_manager crm_admin admin	crm_marketeer crm_sales crm_manager crm_admin admin Only active records are editable.	crm_admin

Create a customer contact

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To create a customer contact, complete the steps below:

1. Navigate to CRM → Sales → Customer Contacts.
2. Click New and fill in the fields.
3. Click Save or Save and exit to apply the changes.

Customer Contact form fields

Field	Mandatory	Description
First name	Y	Specify the contact's first name.
Last name	Y	Specify the contact's last name.
Middle name	N	Specify the contact's middle name.
Language	N	Specify the language used by the contact. Available options: --None-- – default value English Русский (Russian)
Timezone	N	Specify the timezone of this contact.
Birthday	N	Specify the contact's birthday date.
Job title	N	Specify the job title of this contact.
Company	N	Specify the company of this contact.
Manager	N	Specify the manager of this contact.
Certificate	N	Specify the certificate of this contact.
Contact preferences	N	Specify the preferred connection method of this contact. Available options: Any Work phone Mobile phone Email Telegram WhatsApp Viber
Do not send emails	N	Select the checkbox if the contact does not want to receive emails.
Do not call	N	Select the checkbox if the contact does not want to receive phone calls.
Work phone	N	Specify the work phone number of the contact.
Mobile phone	N	Specify the personal phone number of the contact.
Mobile phone 2	N	Specify the second personal phone number of the contact.
Email	N	Specify the email of the contact.
Email 2	N	Specify the second email of the contact.
Other contacts	N	Specify the additional ways of communication with the contact.
Comment	N	Specify additional information about the contact.

After saving a new record, its form additionally displays the following fields:

Field	Mandatory	Description
Is user	N	Select the checkbox if there is an account in the system for this contact.
User	Y	Specify the account of this contact in the system. The field is only available if the Is user checkbox is selected.
Active	N	The field is displayed if the Is user checkbox is selected. The field shows whether the user related to the current contact is active or inactive. The Active checkbox is selected and cleared with the Activate user and Deactivate user buttons.
Show all opportunities of the partner	N	The field is displayed if the Is user checkbox is selected. Select this checkbox to allow the contact to view on the partner portal all the opportunities and opportunity registrations of the partner to which the contact is related. If the checkbox is cleared, the contact is only able to view the opportunities and opportunity registrations that they created.

The form contains the Activity Feed widget. Only users with the crm_marketeer, crm_admin, crm_sales, crm_manager roles can leave comments there.

Related lists

• Marketing Lists – the marketing lists that include the contact.
• Opportunities - the list of opportunities where the contact is involved.
• Leads – the list of leads created for the contact.
• Actions – the list shows all actions (phone calls, meetings, emails) created for the contact.
• Phone Calls – the list of phone calls made regarding the contact.
• Meetings – the list of meetings created for the contact.
• Emails – the list of emails sent regarding the contact or received from it.

Manage a customer contact

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Navigate to CRM → Sales → Customer Contacts to see previously created customer contacts.

List interface UI actions

• Add to marketing list – the action is available to admin, crm_admin, crm_sales, crm_manager, crm_marketeer in the row context menu. There are several ways to make a selection of records that need to be added to the marketing list:

  • Select the checkboxes next to the records to add those records to the marketing list
  • Filter the list to add the filtered records to the marketing list
  • Filter the list and select the checkboxes next to the required records among the filtered ones. Only the records with selected checkboxes will be added to the marketing list.
  • If you have not filtered the list and have not selected any records, all of the records from the list will be added to the marketing list.

  In the modal window that opens after clicking Add to marketing list, you will see the number of records to be added, and a field in which you can specify the marketing list to add the records. If you select inactive records, they will not be added. Click Add to add the selected records to the marketing list.

Form layout UI actions

Open the Customer Contact record to manage it.

• Create account – click to add an employee account for the contact. This will allow the contact to log in to the portal. If you need the employee to be able to log in to the agent interface, grant them the corresponding roles. An email for password generation will be sent to the specified Email. The password must contain letters in both lower and upper cases as well as digits, and be at least eight symbols long. These password requirements will be applied to the employee account created for the contact regardless of the simple.auth.strong_password_policy.enabled system property value. The action is available if:
  • the customer contact record is active,
  • the Is user checkbox is cleared,
  • the current user has access to editing contact records.
• Add to marketing list – click to add the contact to the marketing list. The action is only available for the crm_sales, crm_manager roles.
• Activate user – click to activate the user record to which the contact is related.
• Deactivate user – click to deactivate the user record to which the contact is related.
• Delete – the action is located in the burger menu on the form. Click the button to delete a contact. You can also delete contacts in bulk from the list interface. The action is available for the crm_admin role.