Contacts

The Contacts tab is a small CRM that mostly fills itself. A contact arrives when a lead is promoted, when GoHighLevel matches a call to one of its contacts, or when somebody adds them by hand.

Search the list by name or email to find one fast.

Owner, admin and manager also get a Rep filter above the list. It answers a question about a person, so it shows everything assigned to them, including accounts nobody has called yet. A lead you promoted this morning is there under your own name before the first call ever happens.

Open one and you get their whole history:

• A Deals card above their calls, holding everything they have been sent, signed or paid. See Deals and signing. A setter does not see this card, and neither does anybody who only follows the contact.
• Every call with them.
• The accumulated pains, goals, decision makers, budget and timing signals, competitors, and personal context.
• If they came from a lead, a Setter handoff card naming who sourced them, and the way to send a meeting back to be rebooked when it does not happen.

That is the point. A rep about to take a second call reads it in thirty seconds instead of re-listening to the first one.

The owner is whoever ran the most recent call with them. It moves on its own as the relationship moves.

Until there is a call, a contact you added by hand is yours. The owner card says it was assigned by you and that it holds until the next call, when ownership goes to whoever ran it.

Owning a contact lets you read the calls on it even if a colleague ran them. That is what makes a handover work.

Owner, admin and manager can hand a contact to a different rep. The reassignment is not permanent: the next call returns ownership to whoever ran it.

Because contacts hang off a person, removing someone from a workspace is refused while they still hold any, owned or followed. Move them to whoever is picking the relationships up first. Without that gate a single click could leave a book of accounts with nobody watching them.

Two things inheriting does not do:

• It does not let you edit the departed rep's grades.
• Inherited calls do not land in your own calls list or your own metrics, so two people's scores never blur together.

Press New contact on the Contacts tab, give them a name and an email or a phone number, and press Add contact. You land on their new record. When you are starting a deal, Not listed? Add them does the same without leaving the page.

Get the email right if you can. It is how their calls find them later, and it is where an agreement is sent.

Owner, admin, manager and rep can add contacts. A setter adds people through Leads instead, and promoting a lead makes the contact.

With GoHighLevel connected, a contact you add is created there too, so their calls match it when they arrive.

The Details card at the top of a contact holds their name, email, phone and company. Press Edit to correct any of them. Owner, admin, manager and rep can, on any contact they can open. A setter sees them read only.

• Keep an email or a phone number. Calls are matched on them, and an agreement can only be sent to an email.
• An email that another contact already uses is refused, with a link to that contact, so one address never ends up on two records. That includes a deleted contact: its address stays reserved while it is in the trash.
• A GoHighLevel contact is updated there too. If that does not go through, you are told, because GoHighLevel would put the old value back the next time a call matches the contact. Fix it there as well.

A contact can also hold more than one email and phone. Add them under Additional emails and Additional phones on the same card, and Make primary swaps one in as the main one, keeping the old one as an extra.

• Calls are matched on the primary email only, and an agreement is sent to the primary email.
• Additional emails and phones stay here and are not sent to GoHighLevel. Making one primary on a GoHighLevel contact needs GoHighLevel connected.

With GoHighLevel connected, a call is matched to the GoHighLevel contact with the prospect's email, and a sales call with somebody new creates them there.

Without it, a call attaches to the contact whose primary email matches the one prospect on the call. It only attaches to a contact you already have and never creates one. If more than one outside person was on the call, or nobody matches, the call stays unattached, and you can attach it yourself from the call. See Who a call belongs to.

A choice somebody made by hand is never undone by matching. Match calls to contacts on the Contacts tab runs the same matching over the calls you already have.

A follower can see the contact record without owning it. Setters are added automatically as a follower of any lead they promote, so they can see what happened to the accounts they sourced.

Owner, admin, manager and rep can add or remove followers. Setters cannot: seeing what you promoted is one thing, deciding who else gets sight of an account is another.

A dossier carries a Next touch card: the one open follow-up for this person, when to reach out, and why. It is the same queue that drives your day, seen from the account's side rather than the day's.

The date is proposed for you and you can overrule it. Reschedule moves it, Remove takes it off the queue altogether, and a contact with nothing scheduled offers Set follow-up instead.

• Weekends and holidays roll to the next working day, so a date you pick can land a day or two after the one you clicked.
• One you have pushed back says Pushed back from its original date. A deal quietly sliding is then visible rather than something you have to infer.

Owner and admin only. Deleting a contact takes the account out of the CRM: it leaves the list, it leaves search, and it drops out of every follow-up queue.

It is not permanent. A deleted contact sits under Deleted contacts on the Contacts tab, where only an owner or admin can see it, and one click puts it back. Nothing ages out, so a contact deleted last quarter restores just like one deleted this morning.

Three things go quiet, and the confirmation counts each one:

• The calls stay. They show without a contact until you restore it. No call is deleted, and none is edited.
• Open follow-ups leave their queue, which is usually somebody else's queue rather than yours.
• Followers stop seeing it, and they are not told.

That is why the confirmation names the numbers before you commit: an owner clearing a duplicate should find out about three live follow-ups first, not by noticing a shorter queue next week. There is no phrase to type, unlike deleting a call. This one comes back.