Contacts Page
Knowledge Base: Contacts - Complete Navigation and Visual Guide
Overview
The Contacts page is organized into a table format with key columns providing essential contact information:
NAME: Displays the contact's full name when identified. Shows as "Site Visitor" or "Title Unknown" for anonymous or partially identified contacts.
TITLE: Shows the contact's job title or role when available from form submissions, discovery tools, or integrations.
LEAD SCORE: Displays an AI-calculated engagement score (0-100) based on organic interactions including website activity, page views, time on site, and conversation quality. Note that this score is only populated for contacts who have had organic conversations - discovered contacts or those added via forms will not have lead scores.
DATE ADDED: Shows when the contact was first added to the system.
LAST SEEN: Indicates the most recent activity timestamp for the contact.
ORIGIN: Displays how the contact entered your system. Common origins include form submissions, website chat interactions, email link clicks, and discovery rules.
ADDED TO: Shows which lists, segments, or groups the contact has been assigned to for targeting purposes.
Contact Type Indicators
Each contact row may display green icon indicators that reveal the contact's engagement history:
Olive green icon: Contact clicked on an email link
Green icon with sound wave: Contact has chatted with an agent or AI assistant
Green icon with magnifying glass: Contact was discovered via Contact Discovery or Social Discovery tools
These visual indicators help you quickly identify high-engagement contacts and understand their interaction patterns.
Key Features and Actions
Filter Button: Located in the top-right corner, this allows you to filter contacts by various criteria including Contact Type (such as Intent Qualified Leads), engagement level, origin, and other custom attributes.
Sort Functionality: Click any column header to sort contacts by that field in ascending or descending order.
Bulk Actions: Select multiple contacts using checkboxes to perform bulk export operations or manually trigger bulk contact discovery processes.
Contact Details: Click on any contact row to open an expanded profile view with complete browsing history, session timeline, engagement data, and detailed contact information.
Key Data Definitions
Lead Score Calculation: Generated by AI based on organic engagement including time on site, pages viewed, content engagement depth, return visit frequency, and high-intent page visits. Scores range from 0-100, with higher scores indicating stronger buying signals and interest levels. Important: This metric only applies to contacts with organic conversation history.
Contact Origin Types:
- Form Submission: Contact filled out a form on your website
- Chat Engagement: Contact initiated or participated in a chat conversation
- Email Click: Contact clicked a link in a marketing or outreach email
- Discovered Contact: Contact was identified through Contact Discovery rules based on website activity
- Social Discovery: Contact was found through LinkedIn-based Social Discovery rules
Frequently Asked Questions
Q: What is the difference between a contact with a Lead Score and one without?
A: Lead Scores are only calculated for contacts who have had organic conversations with your AI or agents. This score reflects the quality and depth of their engagement. Contacts added through discovery tools or form submissions will not have lead scores unless they later engage in organic conversations.
Q: What do the different green icons next to contact names mean?
A: The icons indicate engagement types: olive green means they clicked an email link, green with a sound wave means they've chatted with an agent or AI, and green with a magnifying glass means they were discovered via discovery tools.
Q: How can I find contacts who were automatically discovered?
A: Use the Filter button and select Contact Type, then look for "Intent Qualified Lead" or other discovery-related categories. You can also identify discovered contacts by the green magnifying glass icon.
Q: Can I export my contact list?
A: Yes, use the bulk action functionality by selecting contacts with checkboxes, then choose the export option to download contact data.
Q: What does "Site Visitor" or "Title Unknown" mean in the NAME column?
A: This indicates an anonymous visitor who hasn't been fully identified yet. The system hasn't matched them to a known contact in your database, or they haven't provided identifying information through forms or integrations.
Q: How often is the LAST SEEN timestamp updated?
A: The Last Seen timestamp updates in real-time whenever a contact visits your website, opens an email, or engages in a conversation.
Q: Can I manually add contacts to this list?
A: While the main Contacts tab shows automatically tracked contacts, you can use the "Add Persona" button to manually add new contacts or use integrations to import contact data.
Q: What determines when a contact appears in my list?
A: Contacts appear when they take any tracked action such as visiting your website, submitting a form, clicking an email link, chatting with your AI, or being identified through discovery rules.
Q: How do I see a contact's complete activity history?
A: Click on any contact row to open their expanded profile view, which includes complete browsing history, session timelines, engagement data, and conversation records.
Q: Can I filter contacts by Lead Score range?
A: Yes, use the Filter button to set score ranges and other criteria. Remember that only contacts with organic conversation history will have lead scores.
Q: What is the "ADDED TO" column used for?
A: This column shows which segments, lists, or buying committee groups the contact belongs to, helping you understand which targeting rules or campaigns apply to them.
Q: How accurate is the geographic location data for contacts?
A: Location data is derived from IP addresses and is generally accurate to the city or regional level. However, VPNs, proxies, or corporate networks may sometimes show locations that differ from the visitor's actual physical location.
Best Practices
1. Regular Filter Review: Regularly review your contacts using filters to identify high-engagement prospects based on Lead Score and recent activity.
2. Monitor New Discoveries: Check for newly discovered contacts daily to identify potential prospects who are actively researching your offerings.
3. Prioritize High Scores: Focus outreach efforts on contacts with Lead Scores above 70, as these indicate strong buying signals.
4. Track Origin Patterns: Analyze the ORIGIN column to understand which channels are bringing in the most qualified contacts.
5. Use Bulk Actions: Leverage bulk export and discovery features to efficiently manage large contact lists and trigger discovery processes.
6. Review Icon Indicators: Pay attention to the green engagement icons to quickly identify contacts with multiple touchpoints.
7. Segment by Behavior: Create custom views based on contact behavior patterns, engagement levels, and specific actions to personalize outreach.
8. Regular Data Hygiene: Periodically review and clean your contact list to remove outdated or low-quality contacts.
Summary
The Contacts page serves as your primary contact management interface, providing comprehensive views of all contacts regardless of how they entered your system. With powerful filtering, sorting, and visual indicators, you can quickly identify high-value prospects and understand their engagement journey. The Lead Score metric, combined with origin tracking and engagement icons, helps both human users and AI agents prioritize outreach and tailor messaging to contacts based on their demonstrated interest and behavior patterns. By mastering the features and understanding the data definitions outlined in this guide, you'll be able to efficiently manage your contact database and maximize conversion opportunities.
