Contacts

What it does

The Contacts page is where you tell your AI receptionist who works at your business. When a caller asks for someone by name, the receptionist looks up that person here and either connects the call or takes a message — depending on how you’ve set up each contact.

Each contact can have:

A name (and alternate names callers might use)
A phone number and email address
A department
A Slack account linked automatically by email
Individual controls for call routing and SMS message notifications

How to get there

In the left sidebar, click Contacts. The URL will be /tenants/[your-id]/contacts.

Step-by-step

Add a single contact

Click Add Contact in the top-right corner.
Fill in First Name and Last Name. The Display Name field auto-populates from these — only override it if you want the AI to use a different name (for example, “Dr. Rivera” instead of “Maria Rivera”).
Add Title and Pronouns if you want the AI to refer to this person correctly.
Enter an Email address. If this email matches a Slack account in your connected workspace, the contact will be automatically linked to Slack — no extra steps needed.
Enter a Phone number in any standard format (e.g., 555-867-5309 or +15558675309). The form shows you a preview of the formatted number before you save.
Choose a Department from the dropdown if you use departments to organize your team.
Select a Timezone so the AI knows the contact’s local time when relevant.
Add Aliases — comma-separated alternate names callers might use (for example, “Mike, Michael, Mikey” for a contact named Michael). This is especially useful for nicknames or shortened names.
Click Save.

Edit a contact

Click any row in the contacts table to open the edit dialog. In addition to the fields above, you will see two toggles that are only available when editing an existing contact:

Route Calls — when this is on, the AI will attempt to reach this person via Slack or phone when a caller asks for them. When it is off, the AI takes a message instead and the row appears dimmed with a “Paused” badge in the table. Use this to temporarily pause routing for someone who is out of office or unavailable.
SMS Notifications — when this is on, the contact receives a text message any time the AI takes a message on their behalf. This requires a phone number to be saved on the contact. You will see an “SMS” badge in the contacts table for contacts with this enabled.

To delete a contact, open the edit dialog and click the Delete button at the bottom.

Import contacts from a spreadsheet

If you have a list of contacts in a CSV file (exported from a spreadsheet app, your CRM, or another tool), you can import them all at once.

Click CSV Import in the top-right corner.
Upload your CSV file.
The importer validates each row and shows you a summary of any errors before anything is saved. Fix errors in your file and re-upload if needed.
Once the preview looks correct, confirm the import.

The maximum batch size is 500 contacts per import. If you have more than 500, split them into multiple files.

Filter the contacts list

Use the controls at the top of the table to narrow down what you see:

Department dropdown — shows only contacts in the selected department.
Status toggle — switch between All, Active (Route Calls is on), and Inactive (Route Calls is off / paused).

Take bulk actions

Select one or more rows using the checkboxes on the left side of the table. A toolbar appears with the following options:

Activate — turns on Route Calls for all selected contacts at once.
Deactivate — turns off Route Calls for all selected contacts at once (AI will take messages for them).
Change Department — moves all selected contacts to a different department.
Delete — permanently removes the selected contacts. This cannot be undone.
Deselect All — clears your selection.

Tips

Use aliases generously. Callers often use first names only, nicknames, or shortened versions of names. If someone is listed as “Jonathan” but everyone calls him “Jon”, add “Jon” as an alias — otherwise the AI might not recognize who the caller is asking for.
Slack linking is automatic. If you have Slack connected under Settings → Notifications, the AI receptionist looks up each contact’s email against your Slack workspace when you save the contact. If there is a match, the Slack column shows a “Linked” badge and the AI can send that contact a Slack notification when a caller asks for them.
Deactivating is better than deleting. If someone is temporarily unavailable, turn off Route Calls instead of deleting the contact. The AI will take messages for them, and you can reactivate them with one click when they’re back.
SMS notifications are per-contact, not site-wide. You choose which contacts get texts — it does not need to be everyone. A good starting point is anyone who is frequently away from their desk or prefers texts over Slack.
The Display Name is what the AI uses. If the AI consistently mispronounces or misrefers to someone, check the Display Name field and update it. You can also add a pronunciation entry under Agent → Pronunciations to control exactly how the name sounds when spoken.

Troubleshooting

The AI says it cannot find a contact when a caller asks for them. Check whether the caller used the person’s full name, a nickname, or an abbreviated name. If they used a nickname that is not in the Aliases field, add it. Also confirm the contact’s status is Active (Route Calls is on).

A contact shows a “Paused” badge and their row is dimmed. Route Calls is turned off for that contact. Open the edit dialog and enable the Route Calls toggle to reactivate them.

The Slack column does not show “Linked” for a contact. Two things to check: (1) confirm Slack is connected under Settings → Notifications, and (2) confirm the contact’s email exactly matches their Slack account email. The link happens automatically when you save the contact — try editing the contact and saving again with the correct email.

A contact’s SMS toggle is grayed out. The contact needs a phone number saved before SMS notifications can be turned on. Add the phone number first, then enable the toggle.

The CSV import shows errors. Common causes: missing required fields (First Name or Last Name), phone numbers in a format the system does not recognize, or rows that duplicate an existing contact’s email. The error summary tells you which rows failed and why — fix those rows in your spreadsheet and re-import.

I imported contacts but some are missing. Each import is limited to 500 contacts. If your file had more than 500 rows, only the first 500 were processed. Split your list into smaller files and import them separately.

Notifications — connect Slack so the AI can notify contacts when callers ask for them
Call History — see which contacts callers asked for and how those calls were handled
Scheduling — connect a contact’s Google Calendar so the AI can book appointments on their behalf

Managing Calls Knowledge Base