Contact Management
🔍 Contacts list: Login Source filter and case-linked lists
Login Source filter
On the Contacts page, use the Login Source control to narrow the list:
| Option | Result |
|---|---|
| All | Every contact |
| Web | Contacts who access via web only |
| Mobile | Contacts who access via mobile only |
| Web & Mobile | Contacts who access via both web and mobile |
| Not Installed | Contacts who have not logged in through any channel |
On the main Contacts page (not inside a case modal), your Login Source choice can stay in sync with the URL, so you can bookmark or share a filtered view.
🔀 Merging Duplicate Contacts
If you have the same contact saved more than once, you can merge them into one:
- Open one of the contact profiles
- Click the three-dot menu (⋮)
- Select Merge Contact
- Search for the duplicate record
- Pick which info to keep
- Confirm the merge — done! ✅
Note
When you merge contacts, all cases and message history from both records are kept and linked to the merged contact. Nothing gets lost! 🔗
🔍 Duplicate Detection
Kayse AI helps you find duplicates:
| Method | Description |
|---|---|
| Phone Match | Same phone number 📞 |
| Email Match | Same email address 📧 |
| Name Match | Similar names |
| Fuzzy Match | Close-but-not-exact matches |
🌐 Contact Portal Access
Contacts can use a self-service portal where they can:
- See their case status 👀
- Fill out tasks and forms 📋
- Upload documents 📄
- Send messages 💬
- Check appointments 🗓️
Portal Features
| Feature | Description |
|---|---|
| Secure Links | Access links that expire after a set time 🔒 |
| No Account Needed | Contacts don't need to create a login |
| Mobile Friendly | Works great on any device 📱 |
| Document Upload | Contacts can send files safely |
| Task Completion | Contacts can fill out forms and tasks |
📨 Sending Portal Access
- Open the contact's case
- Go to Tasks or Forms
- Click Share Link
- Choose SMS or Email
- The contact gets a secure link to access their stuff!
See Forms for more about sharing forms with contacts.
📥 Contact Import/Export
Importing Contacts
Bring in contacts from a spreadsheet:
- Go to Settings → Import
- Upload your CSV or Excel file
- Match columns to Kayse AI fields
- Handle any duplicates
- Finish the import!
🔄 Import Duplicate Handling
| Option | Description |
|---|---|
| Skip | Don't import the duplicate |
| Update | Update the existing record with new info |
| Create | Make a new record anyway |
| Merge | Combine the data smartly 🧠 |
📤 Exporting Contacts
- Go to the Contacts page
- Use filters if you want
- Click Export
- Pick which fields to include
- Download the file!
📄 Contact Documents
Each contact profile has a documents section for viewing and managing their files.
⬆️ Uploading Documents
- Open the contact profile
- Go to the Documents section
- Click Upload or drag and drop files
- Files are stored safely and linked to the contact 🔒
⬇️ Downloading Documents
Download one file at a time by clicking the download icon. To get everything, click Download All — the bundle is created in the background and the download starts when it's ready. You'll also get an email with a link that works for 24 hours. 📧
TIP
You can also see contact documents from inside a case by going to the Contact Documents sub-tab on the case's Documents tab. 📂
📝 Contact Notes
Add internal notes to contact profiles:
| Feature | Description |
|---|---|
| Rich Text | Formatted notes with styling ✏️ |
| Attachments | Add files to notes 📎 |
| Timestamps | Date and time tracked automatically 🕐 |
| Author Tracking | Shows who wrote it |
📚 Contact Activity Log
Each contact profile now includes an Activity Log tab so your team can review contact-specific history without leaving the contact page.
What appears in Activity Log
| Field | Description |
|---|---|
| Event Type | The kind of system action (for example create, update, etc.) |
| Description | A short summary of what changed or what action occurred |
| User/System | Who triggered the action |
| Timestamp | When the event was recorded |
The list is shown in descending chronological order (most recent first).
Compliance Events in Activity Log
Compliance-related events now appear in the Activity Log with special "Compliance:" labeling for improved visibility. These include:
| Event Type | Description |
|---|---|
| Call Preference Changes | When a contact's calling preferences are updated |
| DNC Checks | Do Not Call list verification events |
| Data Access Audits | Records of when contact data was accessed |
Compliance events are clearly labeled in the Event Type column (for example "Compliance: Update") so you can easily track compliance-related activity for each contact.
📋 Tasks on the contact profile
Individual contact profiles include a Tasks tab so you can see and work every case task linked to that client (search, columns, Fill Task, and case links) without opening each case first.
See Tasks on the client profile in the Help Center for the full walkthrough.
💡 Best Practices
- Keep info current — Update contact details whenever a contact tells you something changed 🔄
- Mark primary contacts — Always set a main phone and email for reaching out 📌
- Check for duplicates — Search before creating a new contact to avoid doubles 🔍
- Respect preferences — Pay attention to how contacts want to be contacted 🙏
- Link all cases — Make sure returning contacts are connected to all their cases 🔗
- Track satisfaction — Watch sentiment to spot contacts who might be unhappy 😊
- Use enrichment — Fill in missing data to improve contact rates ✨
- Manage timezones — Make sure contacts are called at the right time 🌍
- Document interactions — Use notes to record important conversations 📝