> For the complete documentation index, see [llms.txt](https://help.gleantap.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.gleantap.com/audience/managing-contacts.md). # Managing Contacts Contacts are the core of your Gleantap account — every campaign, flow, and pipeline is built around them. This page covers the day-to-day of working with individual contacts: finding them, adding them, editing their data, merging duplicates, and diagnosing when one seems to have disappeared. For bulk import from a spreadsheet, see Uploading a CSV. For adding a form-submitter automatically, see Creating a Form. *** ## Finding a contact Three ways to open a contact profile: 1. **Top-bar search** — use the search bar at the top of the app to look them up by name, email, or phone. Fastest for known people. 2. **Audience → Contacts** — the full contact list, filterable by segment. 3. **Sales Pipeline** — if the contact is a lead, they appear as a card on the pipeline board. Click the card to open their profile. **Search matches contact attributes only**, not message content. If you're trying to find a person by something they said in a conversation, use the contact's name or tag instead — see Inbox Power Features → Finding conversations quickly. *** ## Adding a contact manually For one-off contact creation. 1. Go to **Audience → Contacts**. 2. Click the green **+** button in the top-right. 3. Fill in name, email, phone, and any other fields you have. 4. Click **+ Add a new contact**.
**Bulk import from CSV:** see Uploading a CSV. **Programmatic creation via API:** see API and the `Create or Update Contact` endpoint at [developers.gleantap.com](https://developers.gleantap.com/update-data/create-or-update-contact). *** ## The contact profile Every contact has a profile with several tabs: | Tab | What's there | | ----------------- | -------------------------------------------------------------------------------------------------------------------------------------- | | **Overview** | Basic info, tags, source, status, key attributes | | **Activities** | Timeline of everything that happened — flow enrollments, campaign sends, pipeline moves, form submissions, calls, appointments, merges | | **Conversations** | All Inbox threads with this contact (SMS, email, chat) | | **Memberships** | Active + past memberships from your CRM | | **Purchases** | Purchase history | | **Visits** | Check-in history from your CRM | | **Custom** | Any custom attributes you've defined | **The Activities tab is the diagnostic power tool.** When something looks wrong with a contact — enrolled in the wrong flow, missing from a segment, unexpectedly opted out — this timeline usually has the answer. *** ## Editing a contact Open the profile and click any field to edit inline. Changes save automatically. **For fields that sync from your CRM** (Mindbody, ClubReady, ABC, etc.), the source system wins. If you edit a synced field in Gleantap, the next sync from your CRM may overwrite your change. To avoid this, either edit the field in the source system, or use a Gleantap-native custom attribute for the value. *** ## Creating a trial member If a lead has expressed interest and you want to give them a trial in your CRM, the exact flow depends on your integration: * **Mindbody, ClubReady, ABC, Jonas** — trial creation typically happens in the source CRM. Add them there; they'll sync into Gleantap on the next sync (within minutes for Mindbody/ClubReady, up to an hour for ABC). * **From Gleantap** — some integrations expose a "Create Trial" action on the contact profile. If you see it on the Overview or Actions menu, use it. * **Manual approach if no direct action** — add the contact in Gleantap with the appropriate tag (e.g., `trial-created`), then follow up in your CRM to complete the trial setup. If you need a Create Trial action added to your workflow, email . *** ## Merging duplicate contacts Sometimes the same person ends up as two contacts — maybe they filled out a form with a different email, or a CRM sync created a second record. To merge: 1. Open one of the duplicate profiles. 2. Look for the **Merge** action (three-dot menu or Actions). 3. Pick the other duplicate. 4. Confirm which record wins for each conflicting field. 5. Save. The two records are combined into one. The merged record retains **all** conversation history, activities, tags, and membership records from both originals. The losing profile is deleted. Merges are logged on the winning profile's Activities tab. **Prevention over cleanup** — configure your forms and CSV imports to check for existing contacts by email or phone before creating new ones. See Uploading a CSV for dedupe options during import. *** ## Deleting a contact Open the contact profile → three-dot menu → **Delete**. Confirm. **Deletion is permanent** — the contact record, conversations, activities, and any segment memberships are removed. The contact will not receive further campaigns or flows because they no longer exist in the system. Do this when a contact requests full removal under a data-privacy law (GDPR/CCPA) or when the record is clearly bad data. For contacts who just want to stop messages, use unsubscribe or suppression instead of deletion. See Understanding Suppression. *** ## "This contact seems to have vanished — where did they go?" The most common variant: "they were in my pipeline yesterday and now they're gone." Walk through in order. ### 1. Check the Activities tab of the contact (if you can still find them) Search for the contact by name in the top-bar search. If you find them, open the Activities tab — recent events like "moved between locations", "reassigned", "merged into another contact", or "removed from pipeline" are listed with timestamps and who did it. ### 2. Are you looking in the right workroom or location filter? * **Multi-workroom account (Pattern A)** — the contact only appears in the workroom they belong to. Check the workroom switcher (top-right avatar). See Managing Multiple Locations. * **Multi-location workroom (Pattern B)** — check whether the pipeline / segment / contact list has a Location filter set. If yes and the contact was moved to a different location, they'll be filtered out of the current view. ### 3. Was the contact merged? If a duplicate was merged into another record, the losing record was deleted. The full history lives on the winning record — search for the winning contact's name. ### 4. Was a pipeline stage removed or the contact reassigned? If the pipeline stage they were in was deleted, or the pipeline itself was reconfigured, contacts may no longer appear where they used to. Check **Sales Pipeline → Configuration**. ### 5. Was the contact deleted? If none of the above apply and the top-bar search returns nothing, the contact was likely deleted. Deletions are permanent — the record can't be recovered from the app. If you need to restore, email with the contact's name, email, and approximate deletion date; a backup restoration may be possible depending on how long ago it happened. ### 6. Their phone number, added-on date, or other attribute reset A less-common but real pattern: a contact's data appears to reset — phone number now empty, added-on date changed. Usually caused by a CRM re-sync that overwrote Gleantap-side edits with (blank or different) values from the source system. Check the Activities tab for a recent sync event, and compare against the source CRM to find the mismatch. If your CRM is authoritative for a field, don't edit it in Gleantap. *** ## Common scenarios ### "I searched for a contact and got zero results, but I know they're in the system" Search by phone number instead of name (or vice versa). Names can have variations (nicknames, typos, changed after marriage); phone/email are more stable. ### "How do I move a contact from one club to another?" Depends on your setup — see Managing Multiple Locations → Move a lead between clubs. ### "Can I bulk-tag a group of contacts?" Yes. Build a segment matching them, then apply a tag to the segment via **Audience → Segments → three-dot menu → Add/Remove Tags**. See Add / Remove from Segments. ### "A contact just opted in via a form but they're still suppressed" Opt-in doesn't clear prior suppression flags (bounces, spam complaints, etc.). See Understanding Suppression → Why an 'opted-in' contact can still show as suppressed. ### "How do I export a list of contacts?" Open the segment containing those contacts → three-dot menu → Export. You'll get a CSV of matching contacts. See Segment Report. *** ## Related pages * Uploading a CSV — bulk import * Creating Segments — building lists * Add / Remove from Segments — manual segment membership * Understanding Suppression — why some contacts don't receive * Managing Multiple Locations — workroom and location scope * [API — Create or Update Contact](https://developers.gleantap.com/update-data/create-or-update-contact) — programmatic creation --- # Agent Instructions This documentation is published with GitBook. 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