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Contact Management

Manage your contacts better with Vtiger CRM. Learn how with this article!
R
Ruba
8 Apr, 2022 - Updated 5 months ago
Table of Contents

 Introduction

A contact in Vtiger CRM represents a lead, prospect, or customer. Contacts can be acting individually or representing an organization

 

The Contacts module in Vtiger CRM helps you differentiate qualified customers from the list of unqualified customers. You can store all their information under one umbrella to manage them better.

 

How does the Contacts module help you accelerate your operations?

 

Let us learn in detail!
 

Important Fields in Contacts 

Fields

Description

First Name

First name of a contact.

Last Name

Last name of a contact. This is a mandatory field.

Organization Name

Organization that is related to a contact.

Contact Role

The role of the contact in their organization. To learn about contact roles, click here.

Lifecycle Stage

Determines whether a contact is a lead, potential, or customer.

Primary Email

Email address of the contact.

Email Opt-in

Enable this checkbox if the contact would like to receive emails from you.

Assigned to

Assigning a user to a contact record makes them the owner of the record.

Portal User

Enabling the checkbox will grant a customer access to the customer portal access. 

Support Start Date

Customers can log in to the Customer Portal from this date.

Support End Date

Customers can log in to the Customer Portal until this date.


 

Creating a Contact

There are three ways to create a contact.

  • From the Contacts module
  • Using Quick Create
  • By importing
 

Let’s look at the first method.

From the Contacts module

Follow these steps to create a contact from the Contacts module:

  1. Log in to your CRM account.
  2. Click the Main Menu.
  3. Go to Essentials.
  4. Select Contacts
  5. Click +Add Contact.
  6. Fill out all the necessary fields.
    • You can fill out only the mandatory fields (marked with *) or all the essential fields. 
    • Click View full form to see all the fields.
  7. Click Save.

Using Quick Create

Quick Create is a handy option that lets you create records from anywhere in the CRM. You can identify Quick Create by the + icon on the top bar of your CRM screen.

 

Follow these steps to create a contact using Quick Create:

  1. Log in to your CRM account.
  2. Click the + icon on the top of your CRM screen.
  3. Select Contacts under Essentials.
  4. Fill out the necessary fields.
  5. Click Save.

By importing

You can import contact information from a CSV or ICS file.

 

To learn more about the importing process, click here.

 

Did you know?

If you refer to your contacts by a different term, you can rename the Contacts module by going to the Labels Editor. 

To learn more about the Labels Editor, click here.


 

Ways of Viewing Contact Records

You can view a contact record in two ways:

List View

The List View is what you see when you land on the Contacts module from the Main Menu (Main Menu > Essentials > Contacts).

 

On the List View, you can see contact information in columnar format. You can also perform actions such as export, mass edit, merge, etc. 

 

To learn more about the List View, click here.

Summary View

The Summary View is what you see when you open a contact record. It offers a birds-eye view of a contact with information such as its lifecycle stage, related records, updates made, etc.

 

Here are a few essential features of the Summary View:

  • Header section - This is the part below the contact name. It shows the Header fields that you set up under Module Layouts & Fields for Contacts, to show important information.
  • Best time to contact - This is located beside the Convert Contact button. It uses customer touchpoints such as emails, meetings, etc., to show the best time to reach out to a contact. 
  • Related tabs - The tabs you see on the right-side display the related information of a contact, such as documents, quotes, invoices, etc.
  • One View - One View is among the related tabs of a contact. It shows a contact’s related deals, organizations, quotes, and cases. To learn more about One View in Contacts, click here.
  • Activity section - It shows internal comments (@mentions and conversations you have with other CRM users), customer touchpoints, and other record updates.
  • More icon - the More icon on the top-right corner of a contact record shows all the nice-to-haves such as options to 

Identifying Different Contact Types

Earlier, we mentioned that a contact could be a lead, potential, or a customer. How do you identify which contact is which type?

 

It’s simple - by looking at its Lifecycle Stage.

 

Lifecycle Stage is a field in the Contacts module that depicts the entire lifecycle of a contact. It has different values such as Lead, Marketing Qualified Lead, Sales Qualified Lead, Customer, etc.

 

Tip! You can see a contact’s lifecycle stage on the top-right side of its Summary View.

 

When you convert a lead, you can use one of the lifecycle values to represent it. Let us see how.
 

Converting a Lead

When a lead is qualified and determined to be a potential sale, you can convert them into a deal. You can also create an organization record simultaneously to store their company information.

 

Converting a lead in Vtiger CRM is a simple process.

 

Follow these steps to convert a lead:

  1. Log in to your CRM account.
  2. Click the Main Menu.
  3. Go to Essentials.
  4. Select Contacts
  5. Open the contact that you want to convert.
  6. Click the Convert Contact button on the top of the Summary View.
  7. Enter the following information:
    • Lifecycle Stage - What stage of the sales process is the contact in? For example, marketing qualified, sales qualified, customer, etc.
    • Status - Is the contact active, inactive, or No Longer With Company (NLWC)? 
    • Assigned To - Which CRM user is the contact assigned to?
    • Do you want to create a deal? - Enable the New Deal checkbox if you want to create a deal simultaneously while converting the contact.
      • Fill out the deal information.
  8. Click Save
 

You can see the deal you created under Main Menu > Sales > Deals.
 

Setting up Contact Hierarchy

When dealing with multiple contacts in a deal, you can set up a tree structure involving all the contacts to understand their hierarchy. So, if a deal’s contact reports to another contact, you can tell by looking at the hierarchy.

 

Follow these steps to set up a contact hierarchy:

  1. Log in to your CRM account.
  2. Click the Main Menu.
  3. Go to Essentials.
  4. Select Contacts
  5. Open or create a contact by filling the Reports To field. 
    • For example, Contact 1’s Reports To has Contact 2 means Contact 1 is a subordinate of Contact 2. 
  6. Fill out other information.
  7. Click Save
 

Follow these steps to view a contact’s hierarchy:

  1. Log in to your CRM account.
  2. Click the Main Menu.
  3. Go to Essentials.
  4. Select Contacts
  5. Open the contact that you want to transfer.
  6. Click the More icon on the Summary View.
  7. Select the Contact Hierarchy icon.

Transferring Contact Ownership

If a sales rep has discontinued pursuing a deal, you can transfer the deal’s ownership along with its associated contacts to another rep. 

 

Follow these steps to transfer ownership of a contact:

  1. Log in to your CRM account.
  2. Click the Main Menu.
  3. Go to Essentials.
  4. Select Contacts
  5. Open the contact that you want to transfer.
  6. Click the More icon on the Summary View.
  7. Select the Transfer Ownership icon.
  8. Enter the following information:
    • Select Related Modules - Select the related records that you want to transfer to the new owner. 
    • Assigned To - Select the new owner of the contact and the related records.
    • Transfer Closed Records - Enable this checkbox to transfer closed records to the new owner. 
  9. Click Save.
 

You can see the new owner’s name in the Assigned To fields of the contact and the related records that you transferred.
 

Exporting Contacts

You can export contact information in mass from the List View. Contacts are exported into a CSV file. 

 

Choose which records to export with the following options:

  • Export selected records - You can use this option when you have selected a set of records.
  • Export records in the current page - Use this option to export only the contacts on the current page of the List View.
  • Export all data - This option allows you to export all the contact records in the CRM.
 

Follow these steps to export contacts:

  1. Log in to your CRM account.
  2. Click the Main Menu.
  3. Go to Essentials.
  4. Select Contacts
  5. Select records on the List View by hovering over the left corner of the contact rows.
    • You can select only the records that you want to export.
    • You can hover over the left side of the left-most column to select all the records.
  6. Click the Export icon on the toolbar that appears on the top-left of the column names.
  7. Choose one of the export options (explained above).
  8. Click Export.

Mass Deleting Contacts

What if there’s a clear ‘No’ from a lead? Or a contact is no longer is associated with your business? You can delete their records from the CRM to avoid contacting them. 

Now, we know that you can delete individual contacts from the Summary View. But what do you do if you want to delete multiple contacts at once?

 

Let us see.

 

Follow these steps to delete contact records in mass:

  1. Log in to your CRM account.
  2. Click the Main Menu.
  3. Go to Essentials.
  4. Select Contacts
  5. Select records on the List View by hovering over the left corner of the contact rows.
  6. Click the Delete icon in the toolbar that appears on the top-left of the column names.
  7. Click Yes, delete to confirm.


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