Overview
Contacts aggregates people from all sources into a single table. Columns change depending on which tab you are on, so leads show engagement data and customers show revenue data. You can search, filter, sort, add notes, tag contacts, and act on them from one place.
Opening Contacts
Select Contacts in the left sidebar, under Workspace.
Using the tabs
Three tabs segment your list, each showing a count:
Tab | What it shows |
All | Every contact, regardless of stage |
Leads | Contacts scored warm or hot by the AI, or manually set to the Lead stage |
Customers | Contacts who have been invoiced or sent a contract |
Reading the table
The columns change with the tab.
All and Leads tabs
Column | What it shows |
Contact | Name, or “Anonymous” if none is on record, with email |
Stage | Lifecycle stage: Visitor, Lead, or Customer |
Lead Score | Hot, Warm, or Cold |
Priority | Follow-up priority: High, Medium, or Low |
Conversations | How many chats this contact has had |
Last Seen | When they were last active |
Customers tab
Column | What it shows |
Contact | Name and email |
Status | Active, New, At-Risk, or Inactive |
Spend | Total invoiced and paid |
Invoices | Number of invoices |
Contracts | Number of contracts |
Outstanding | Amount still unpaid |
Last Activity | Most recent invoice or contract activity |
Select a sortable column header to sort by it. Select any row to open the contact.
Understanding contact sources
Source | How the contact was created |
Chat | The visitor shared their email during a conversation with your agent |
External | The contact arrived through an external integration |
Manual | You created the contact directly in RightAsk |
Searching, filtering, and sorting
Enter a name or email in the search field.
Use the four filters to narrow the list:
Source: Chat, External, or Manual
Lead score: Hot lead, Warm lead, or Cold lead
Sentiment
Buyer stage
Use the Sort control to change the order. Available options: Newest, Name (A–Z), Most conversations, Hottest leads, Follow-up priority, Last seen, Highest spend, Most outstanding, Last activity.
On a narrow screen the filters move into a Filters panel. Select the filter control to open it. Each filter is labelled inside the panel.
If there are more contacts than shown, select Load More at the bottom.
When nothing matches, the page tells you which case you are in: No Contacts Match when your search or filters exclude everything, No Customers Yet on the Customers tab before anyone has been invoiced or sent a contract, and No Warm or Hot Leads Yet on the Leads tab before the AI has scored anyone.
Creating a contact manually
Select New Contact at the top right of the Contacts page.
Fill in the Email, which is the only required field. Name, Phone, and Tags are optional. Separate tags with commas.
Select Create Contact.
A confirmation reads “Contact created.” and the contact appears in your list.
If that email is already on file, the dialog reads “A contact with this email already exists.” and offers View Contact to open the existing record instead.
Viewing a contact
Select any row to open the contact. The page is laid out as a main column with a details panel beside it.
Main column
Identity: name, email, phone, and lifecycle stage, with four action buttons: Send Email, Schedule, New Invoice, New Contract
AI Insights: Lead Score, Sentiment, Buyer Stage, Intent, plus Key Topics and Why This Score
Conversations: every chat this contact has had, with an Open in Inbox link
Activity: Total Spend and Outstanding, followed by this contact’s Invoices and Contracts
Details panel
Details: Source, Added, Last Seen, and External ID where applicable
Tags
Notes
Select Back to contacts to return to the table.
Changing a contact’s lifecycle stage
Open the contact.
In the details panel, find Lifecycle Stage.
Select Visitor, Lead, or Customer. The change saves immediately.
Adding notes
Open the contact.
In the Notes section of the details panel, enter your note in the New note field.
Select Add Note.
To delete a note, select its delete control. Deleted notes cannot be recovered.
Adding and removing tags
Open the contact.
In the Tags section of the details panel, enter a tag in the New tag field and confirm.
To remove a tag, select the X on the tag.
Scheduling a meeting
Open the contact.
Select Schedule. The Schedule Meeting dialog opens.
Enter a Meeting title, pick a Date and Time, and choose a Duration.
Confirm. RightAsk generates a calendar invite file you can send or add to your own calendar.
Deleting contacts
Select contacts in the table and a bar appears at the bottom with a delete action. Confirm it and the contacts are removed.
A confirmation then offers Undo. Select it and they are restored. Restoring is only possible for a short time, and after that a message tells you the contacts can no longer be restored.
What happens next
Changes to a contact’s stage, notes, and tags save immediately. Invoices and contracts you create appear in the Activity section of the contact automatically.
Your assistant also works with contacts. Open Home and ask who to follow up with, and it prepares a draft email for you to approve. See Meet Your In-App Assistant.
Troubleshooting
A contact is not showing up. Clear your filters, then reload. Contacts created through Zapier or another external integration may take a moment to sync.
A banner says some contacts could not be loaded. Part of the list failed to load. The banner offers a retry. The contacts that did load are still usable.
AI insights are not showing on a contact. Insights are generated from conversation data. A contact created manually with no chat history has none. For chat contacts, insights can take a few minutes to appear after a conversation ends.
I deleted contacts by mistake. Select Undo in the confirmation that appears immediately after deleting. Once it disappears, the deletion is final.
The columns changed when I switched tabs. That is by design: the Customers tab shows revenue columns and the other tabs show engagement columns.