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What Are Contacts?

Understanding Contacts

Contacts in Capsule are more than just a page in your address book. As well as capturing addresses and phone numbers, they also hold and manage information such as notes, emails, files, and tasks. Capsule separates Contacts into two types, Person and Organization.

  • Person records can be standalone or they can be linked to an Organization they are associated with. On these records, you can capture the individual’s personal information such as phone numbers, email addresses and job titles using the standard Capsule fields. Custom Fields can be set up to capture unique characteristics. The History tab provides a chronological view of your communication with the contact by using notes and storing the emails you send and receive.

  • Organization records can either be a standalone entity or have one or more Person records linked to them. They are most commonly used for companies, groups, or clubs. Again, standard information, like addresses and phone numbers, can be extended to capture unique information through customization

A Person can only belong to one Organization, however, an Organization may have many Person records linked to it.

The history from the Person records are also displayed on their linked Organization. This provides a full picture of all the conversations that have occurred between different people and departments within a company in one place.

When Person and Organization Contacts are linked in this way, it will also allow you to report on individuals based on the properties of their Organization.

If you are adding a Person and their linked Organization into your account they will be counted as two separate records and add towards the Contact limit set for the plan you are on.

Who is Responsible for a Contact?

When adding a new Contact, you may want to keep track of which User it is ‘assigned to’ or who is responsible for the Contact.

We recommend using the Tags feature to do this. Adding a Tag of the relevant user’s name (or username) will enable you and your users to quickly and easily create a list of the contacts they have been ‘assigned’ based upon their Tag.

You can apply a Tag when adding a Contact, or this can be done at a later date. Read more on applying Tags to Contacts here.

A List Custom Field can also be used to do this.

By default, when you add a new Contact record to Capsule, it will be assigned to you. If you’re not in a Default Team, the record will be assigned to you, the Contact Owner.

When manually adding a new Contact you will see the option to assign it to a different Contact Owner. Select the drop-down menu at the bottom right-hand side of the screen to assign this to an Owner. If no Owner is selected, the person creating the Contact is set as the default Owner.

You can assign ownership of a Contact to be with a User only, Team only, or A User within a Team.

When using ‘Assign to an owner’ - If the owner you choose belongs to multiple Teams you can choose which of their Teams you want to include.

Updating the Contact’s owner

Teams Plan Feature available only on our Teams plan

How to change the Owner of a Contact

If you need to change the User or Team that a particular contact is assigned to:

  1. Go to the Contact record
  2. Select Edit.
  3. From the drop-down menu for Owner & Team select the new Owner’s name.

How to assign multiple Contacts to a User or Team

Administrators can reassign multiple Contacts to another User/Team from the People & Organizations page. To do that:

  1. Go to the People & Organizations page
  2. Filter or use the checkboxes to select the Contacts you would like to reassign
  3. Once happy with the selection, click the ‘Assign’ button
  4. Select to assign the Contact to another Owner or Team.
  5. When reassigning Contacts you will also have the option to reassign their related Opportunities and Cases using the checkbox.

There is no way to undo assigning Contacts in bulk. It is important to check the number of Contacts being reassigned and make the change with care.

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