Instant - Contact Manager
XCALLY Section | Contacts Manager → Contacts |
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Overview
The Contacts section in XCALLY's Contacts Manager allows you to create, view, edit, and manage individual contact records. You can manually add a single contact, import contacts in bulk, and perform additional actions such as merging, duplicating, and deleting contacts.
Creating contacts
From the Contacts section, you can see all existing Contacts and create new ones:
To enable WhatsApp interactions, each record in the List must include a valid WhatsApp number in the Phone Contact field. The number must be formatted with the international country code prefix, but without the leading "+" symbol.
Clicking the plus icon ➕, you can add contacts in two ways:
Add a single Contact: Create a single contact manually
Import Contacts: Upload multiple contacts from CSV file
Add a single contact
Click the ➕ Add Contact icon and fill in the contact details in the pop-up form (First and Last name, phone and mobile data, email…).
Contacts must always be associated to a List and to use contact for WhatsApp campaign, Phone field must contain a valid WhatsApp number.
Mandatory fields are marked with an asterisk (*).
Import Contacts via CSV
Click on the Upload CSV icon and select a .CSV file from your device (max size: 60 MB).
The system will parse the file and prompt you to map CSV columns to corresponding Contact Manager fields.
Ensure every contact is associated with a List.
At the end click Upload.
Use the Check Duplicates feature to define one or more fields (e.g., email, phone) to prevent duplicate entries.
During upload, you may stop the process if needed.
After completion a summary will display the results. Any load failures or duplicate entries can be exported to Excel for review.
Editing a contact
To edit a contact, find the contact from the contacts lists and click on Edit Contact.
To edit an existing contact, search or browse for the contact in the list and click Edit Contact.
You can now see the general contacts details and the contact Customer Journey:
Contact Detail
You will see the contact’s full profile, including:
Default Fields (left side)
Custom Fields (right side)
Social info and additional phone numbers (lower section)
Modify the fields as needed and click Save.
You can Tag the contact using predefined entries → see Tags
Customer Journey
Displays a timeline of all interactions the contact has had with your organization.
Click Show Details to view interaction metadata.
Use filters to search by channel type or time interval.
Default view shows data from the current month and the previous three months.
Example: On June 11, the default range is from March 1 to June 30
Merge contacts
To merge two contact records, locate the contact you wish to retain and click Merge Contact.
On the pop-up screen, use the filter to search for the contact to merge (by first name, last name, email, or phone).
The filter will search the contact by first name, last name, email and phone and all contacts matching the filter will be displayed.
From the results, click on the contact you want to merge and then click OK to confirm.
Note that all the unfilled fields on the second contact will be overwritten by the first contact.
Duplicate/Copy a contact
You can duplicate a contact in two ways:
From the contact’s Edit view: click the Duplicate red icon to copy the contact in any list you prefer.
From the Contacts List: click Duplicate Contact.
On the pop-up screen:
Select the target List you want to add the contact
Click Add Contact to complete the duplication
Delete Contacts
You can delete one or more contacts as follows:
To delete individual contacts: check the box next to each contact and click Delete 🗑️
To delete all contacts on the current page:
Click the Select All checkbox and then click Delete 🗑️
If a contact has an open WhatsApp interaction, the system will block deletion until the interaction is closed
Lists
A List is a collection of contact records grouped for organizational, operational, or campaign purposes. Lists are accessible from the Contacts Manager menu and are used across various modules.
To create a list, Navigate to Contacts Manager → Lists and click the New List button
Fill in the required information:
Name (required)
Description (optional)
Click Add List
Once created, you can add contacts to the list, assign agents, configure custom fields or create list-specific dispositions
To edit a list, locate it under Contacts Manager → Lists and click Edit List.
The list editor contains three tabs:
Settings, where you can edit the name and description of the list
Custom fields, where you can create, edit or delete custom fields of the list
Dispositions, where you can create, edit or delete dispositions of the list
Custom fields
You can define additional fields for contacts specific to this list.
To add a custom field, click New Custom Field and configure:
Alias: display name visible on the contact’s view
Type: type of the custom field, among:
Text: plain text input field
Select: dropdown (single choice). To add the choices for the select, write the text and click enter.
Number: numeric input
Switch: toggle switch with values true/false
Datetime: Date and time picker
Required: toggle ON if the field is mandatory
Click to Action: enables click-to-dial action in the contact view
At the end, click Add Custom Field and confirm. Once created, the field will appear when adding or editing contacts in that list.
Add contacts to a list
Admins or users with appropriate permissions can add contacts:
Go to Contacts Manager → Lists
Click Show Contacts for the desired list
Choose:
Add Contact to manually insert one contact
Import Contacts to upload multiple contacts via CSV
Add agents to a list
To allow agents to view and manage contacts in a list:
Click Add Agents to List
Search and select the agent
Click the
>>button to assign one or all agents
Changes are saved automatically.
Exporting lists or contacts
To export all contacts of a list in CSV, find the list from the Contact Manager lists and click on Export to CSV:
To export the Lists in CSV, select the CM Lists to export by marking the checkbox on the left side and click on the Export button.
Delete lists
To delete a list, find the list from the Contact Manager lists and click on Delete:
To delete multiple lists you can select the multiple lists to delete by marking the checkbox on the left side and then click on Delete button (ok to confirm).
Global Custom Fields
Global Custom Fields are custom-defined contact fields that are not associated with any specific list.
They are:
Visible across all contact views, regardless of the list the contact belongs to
Useful for storing universal contact information relevant to your business
Managed from the Global Custom Fields section within the Contacts Manager
Create a global custom field
Click on the New Custom Field button and fill in the following details:
Alias: the display name of the custom field shown in the contact’s view
Type: field input type among:
Text: plain text input
Select: single-choice dropdown – press Enter to add choices
Number: numeric input
Switch: true/false toggle
DateTime: date and time picker
URL: HTTPS link input
Required: enable this if the field should be mandatory for all contacts
Click to action: enable to activate an action (currently voice) on the field – available for agents
Click Save to confirm
Once created, global custom fields appear in the right-hand column when adding or editing a contact, across all lists.
Edit a global custom field
Find the global custom field from the global custom field lists, click on Edit Custom Field:
Modify the fields and then click Save.
Delete global custom fields
Deleting a global custom field will erase all associated data from the database
To delete a global custom field, find the custom field from the list and click on Delete:
You can also delete multiple fields, by marking checkboxes on the left of each row and clicking Delete
When you select a custom field to delete, the system shows a warning to confirm the removal
You can filter the list by All and Deleted
For deleted fields, you can permanently delete them from the database
A confirmation popup will appear before final removal:
Export list of global custom fields
To export list of global custom fields, select the custom fields to export by marking the checkbox on the left side and click on Export button.