Your Contacts list is also your CRM: every contact has an owner, team notes, tasks with reminders and its whole history in one place. You can also import and export contacts, save filters as segments and act on several contacts at once.
The contact sheet
Click a contact to open its sheet. Below its details you will find:
- Owner: the team member who looks after that customer. Owners, admins and supervisors can assign it to anyone; an agent can assign it to themselves with «Assign to me».
- Notes: what the team wants to remember about that customer (a call, a meeting, an agreement). Each note keeps who wrote it and when. It can be deleted by its author, or by an owner or admin.
- Tasks: follow-ups such as «call on Monday» or «send a quote», with a date and time and the person who must do it. Tick the box when it is done.
- Activity: the whole history on a single timeline: conversations, appointments, tickets, notes, tasks, labels added or removed, pipeline column changes (including those made by the AI), owner changes and imports. Each person sees the conversations they have access to.
The text field you already had is now called Contact summary: use it for fixed text («customer since 2020, prefers WhatsApp»). Dated notes go in the Notes tab.
Tasks and reminders
When a task's date and time arrive, MuseRelay notifies the assigned person through the bell and, if they have the team connected to Telegram, also on Telegram. The notification opens the contact's sheet directly. You can turn it off in your notification preferences («Task due»).
Date and time are in your organisation's time zone. In Management → Tasks you have all of them: yours or the whole team's, pending, overdue or done. You can also create tasks that do not belong to any contact.
Filters and segments
Besides channel, label, conversations and date, you can filter by:
- Owner: yours, one person's, or contacts with no owner.
- Appointments: with an upcoming appointment, with an appointment in the last 30 or 90 days, or with no appointments.
- Pipeline details: the details the AI asks when qualifying (for example, budget or type of service) and their value.
When you have a combination you use often («VIPs with an appointment this month»), save it in Segments → Save the current filters. Segments are shared with your whole team and applied with one click.
Acting on several contacts
Select several contacts in the list and use the bar at the bottom to add or remove a label or change the owner of all of them at once (as well as moving folder and deleting). Each change is recorded in each contact's activity.
Importing contacts (CSV)
With Import you can bring your contacts from a CSV file: exported from Excel, Google Contacts or another CRM. Only owners and admins can import.
- Upload the file (up to 5 MB and 5,000 contacts; the first row must have the column names). Commas or semicolons are accepted, as well as files saved by older versions of Excel.
- MuseRelay suggests which field each column is (first name, last name, full name, email, phone, company, website, labels or note). Check it and change whatever you need; columns left as «Do not import» are ignored.
- Choose what to do if a contact already exists (same email or phone): only fill in the missing details, or leave it as it is. This way no duplicates are created.
Phone numbers without a prefix are read as from your organisation's country. Labels in the file are created if they do not exist, and you can also add a label to everyone imported. At the end you see how many were created, how many already existed and which rows had no valid name, email or phone.
The file is stored encrypted only while you import and is deleted when you finish (after 2 hours at most).
Exporting contacts (CSV)
Export CSV downloads the contacts that match your current filters: name, email, phone, company, website, labels, pipeline column, owner, source, language, creation date and qualification details. The file opens directly in Excel. Only owners and admins can export, because it contains your customers' personal data: keep it somewhere safe.
Sales, reports and assignment
The amount of each sale, probability, loss reason, pipeline reports, automatic conversation assignment and quick replies are explained in Pipeline sales.
Privacy
The text of notes and tasks is stored encrypted. If you delete or anonymise a contact (right to erasure), its notes, tasks and history are deleted too. If you merge two duplicate contacts, everything moves to the contact that stays.