Contacts and leads

Open Contacts to manage people collected from agent conversations and verified identity flows. The legacy Leads URL shows the same Contacts surface. Use Contacts as the current name for this page. The table supports filters for agent, lifecycle status, source, and lead-score range, plus text search and pagination. The URL shows your filter choices, so you can return to a specific view later.

Contacts can have these sources: verified JWT, lead form, API import, or manual creation. Their lifecycle status can be new, contacted, qualified, converted, or lost. The score bands (cold, warm, hot, and very hot) help you sort and prioritize contacts. They are not a prediction of revenue, and they are not permission to contact someone. Open a contact to review its details. When a teammate has a legitimate reason to create a record, use the controlled add-contact flow. Add Contact refuses an email address that the selected agent already has a contact for. A Failed to create contact message then explains that a contact with this email already exists for this agent.

While a contact's agent waits for deletion, the contact stays in the table with an Agent pending deletion badge next to the agent name. Its details panel shows the deletion date and says contacts are read-only until then. Status and Notes are disabled, and Delete Contact is hidden. Export CSV still includes these contacts.

The page can export contact data as a CSV file. Export CSV exports the contacts that match the table's current agent, status, source, and score filters and its search, in the same order as the table. The file includes Status and Score columns. Export only the scope you need. Treat exported data as customer information, governed by your organization's privacy and retention rules. When you export a filtered agent or source, the data is still not anonymous. A successful file download is not proof that a downstream CRM import succeeded.

Export CSV prepares the file in the background. When it is ready, the browser tab that asked for it downloads the file. Only one contacts export runs in an organization at a time. If a teammate's export is still running, the page says so and links to the Exports page instead of starting a second one.

The Exports page

Open Exports in the sidebar to see the organization's earlier exports: contacts exports from this page, and conversation exports from Activity. Each row shows what was exported and its filters, the status, when it was requested and completed, the file size, and how long it stays available. A running export shows a spinner, and the list refreshes on its own until the export finishes. A failed export shows its error message. Choose Download on a completed export to get its file. Each download asks for a new short-lived link, so an old link that you copied stops working after an hour.

A finished export stays available for 7 days after it completes. After that the row shows Expired, it has no Download button, and the file is deleted from storage. You see contacts exports when your role has the Contacts export permission. You see conversation exports when your role can view Analytics, and you can download them when it has the Analytics export permission.