Access your Contacts Page
To access the Contacts section, click on the Contacts module located on the left-hand side of the navigation menu. From here, you can easily search for any customer using the search bar, update their contact information, or jump directly into a messaging thread if you're using Unify Messaging
Automatic Contact Population
Whenever you send a review request through Unify Reviews or engage with a customer via Unify Messaging, their information will automatically populate in the Contacts section. In the the Contacts table, you will find each customer's name, email address along with the Source of their contact information, and additional Actions.
Source Column: This column shows where each customer contact originated from, helping you track the source of your interactions such as Reviews, Chat, Contact Forms, or if it was an Import.
Action Column: In this column, you can:
Edit: Update customer information by clicking the Edit button.
Chat: Click the chat bubble to open your conversation thread with the customer in your Omnichannel Inbox.
Adding and Importing Contacts
You can add contacts in two ways:
Import Contacts: Click the Import Contact button to upload a CSV file. Be sure to follow the required format: Name, Email, and Phone Number.
Add Manually: Click the Add Contact button to manually input the customer’s details, including Name, Email, and Phone Number.
Optional Contact Fields
When creating or editing a contact, the following optional fields are now available to help enhance contact records and CRM integration:
Address
Lead or Existing Customer
Jobs Performed History (visible only when editing a contact)
Notes Section
CRM Link – A field where you can paste a URL directing to the contact’s profile in your integrated CRM (visible only when editing a contact)
These additional fields allow you to better track customer details, history, and external CRM connections, streamlining your workflow and improving follow-up and relationship management.
Contact Tags
You can now add tags to your contacts directly from the Contacts page! Contact tags are customizable labels that help you organize your customer list with greater precision
To create a tag, click Tags in the upper right corner. Then enter the tag name and click the Add Tag button. Your newly added tag will appear in the table. In this table, each tag shows the total number of contacts associated with it under the Usage Count column.
To edit a tag, simply click the Edit icon in the Action column. This allows you to update the tag. When you're done, click the check mark to save your changes.
To remove or delete a tag, click the Trash icon.
Why Use Tags
Whether you're managing reviews, sending messages, or tracking engagement, tags make it easy to segment your contacts and streamline your communication. Here’s how Contact Tags can help.
Segmentation:
Group contacts based on relevant attributes like location, service type, appointment date, or sales funnel stage.
Example: Tagging customers as "Dental Cleaning," "Cosmetic Procedure," or "New Lead."
Targeted Messaging:
Send review requests, follow-ups, promotions, or updates to specific segments.
Example: Send a review request only to customers tagged "Completed Service - May 2025."
Improved Workflows:
Trigger specific actions (like sending a message or survey) based on the tags.
Example: Send a thank-you text to contacts tagged "VIP" or "5-Star Reviewer."
Internal Organization:
Help teams identify and prioritize customer interactions.
Example: Use tags like "Needs Follow-Up" or "Escalated Issue."
Analytics & Reporting:
Break down review performance or engagement rates by tag to spot trends.
Example: See if certain tags (like “New Location”) get better or worse reviews.
In short, Contact Tags are a simple yet powerful tool that bring structure and strategy to your customer interactions. By making your communication more targeted and your workflows more efficient, tags can help you get more value out of every contact in your system.