**To manage your contacts centrally, Papo (https://papo.global/) offers a CRM module where you can search, create, update, and view a 360° profile for each person. This unifies the entire interaction history, personal data, and notes in one place, ensuring your team has the complete context for sales and support.**

Maintaining an organized contact base is the pillar of any sales and support operation. In Papo CRM, every person your company interacts with — whether a customer or a lead — has their own profile. This eliminates reliance on spreadsheets and scattered notes, centralizing all information in a single platform.

Contact management in Papo is designed to be simple and efficient, with tools that keep your data always up to date and accessible. In addition to basic actions, you can enrich profiles with custom attributes and, in B2B scenarios, link each contact to the corresponding company.

| Action in Contacts CRM | Description |
| :--- | :--- |
| **Create Contact** | Adds a new person to your base, with name, email, phone, and custom attributes. |
| **Search and Filter** | Quickly finds contacts by name, email, or phone and applies filters by date, type, or tags. |
| **View 360° Profile** | Accesses a unified screen with the contact's entire conversation history, notes, tasks, and opportunities. |
| **Update Contact** | Edits existing information and adds new data, such as custom attributes, to keep the base accurate. |
| **Link to a Company** | Associates the contact with a company in the CRM, grouping all contacts from the same organization. |

## How contact management works in Papo

Papo's Contacts module works as a smart digital customer address book. Whenever a new person contacts you through one of your connected channels (such as WhatsApp, Instagram, or Email), the platform automatically creates a profile for them. From then on, every future interaction is recorded in that same profile, building a 360° view that includes:

- **Identification Data:** Name, phone, email, and custom fields you define.
- **Conversation History:** Access to all exchanged messages, regardless of the channel or the agent who handled them.
- **Internal Notes:** Comments and observations your team adds to provide context for future support.
- **Related Activities:** Links to sales opportunities in Kanban, scheduled tasks, and documents.
- **Company Link:** In B2B operations, you can associate the contact with a Company, centralizing the relationship with the entire account.

This centralization ensures that any member of your team can take over a conversation with complete context, delivering professional support without repetition.

## Step by step to manage your contacts

The basic management actions in Papo CRM are intuitive and can be performed in just a few clicks.

### 1. Creating a new contact

Although many contacts are created automatically when they start a conversation, you can also add them manually — ideal for registering leads from events, referrals, or external lists. To create a contact, provide the basic information:

- Name
- Email and/or Phone

Once the profile is created, you can immediately enrich it with custom attributes (such as job title, city, or industry) and other relevant information.

### 2. Searching and filtering contacts

Finding a specific contact is simple. Use the search bar to look up by name, email, or phone number. In addition to direct search, Papo lets you filter your base with advanced criteria:

- **Last interaction date:** Ideal for finding contacts who haven't spoken with your company for a certain period.
- **Contact type:** Segment between "customers," "leads," or other categories you define.
- **Tags:** Filter by specific labels, such as "product of interest" or "lead source."

### 3. Viewing the 360° profile

When you click a contact, you access their complete profile — the 360° view. This is where your team finds the conversation history, notes left by other agents, ongoing business opportunities in the Kanban pipeline, and pending tasks. If the contact is linked to a Company, you will also see the B2B account data and the other associated contacts.

### 4. Updating information and adding custom attributes

Keeping data up to date is essential. In the contact profile, your team can edit existing information or add new data. If a customer changed their phone or email, the update is made directly in the profile, ensuring all future communication is directed correctly.

In addition to standard fields, you can define custom attributes in the CRM (such as "company size," "region," or "source channel") and fill them in for each contact. These attributes enrich segmentation and make it easier to create lists for campaigns or follow-ups.

### 5. Linking a contact to a Company

In B2B scenarios, it is essential to group contacts who work in the same organization. In the contact profile, you can associate them with a Company already registered in the CRM or create a new company on the spot. This link lets you view, on the company record, all related contacts and each one's recent conversation history — a consolidated view of the account.

## Who this management is useful for

- **Sales teams** that need to track leads and customers with complete context, without missing opportunities.
- **Support teams** that want to quickly access customer history and internal notes to resolve tickets with agility.
- **B2B operations** that manage multiple contacts per company and need to consolidate the relationship.
- **White label resellers** that manage distinct customer bases and want to keep data organized by account.
- **Growing companies** looking to replace spreadsheets with a CRM integrated with support.

## Frequently asked questions

### What is the difference between a Contact and a Company in Papo CRM?

A **Contact** represents an individual person, with their personal data such as name, phone, and email. A **Company** is an organizational entity used in B2B scenarios to group multiple contacts who work at the same company, centralizing the account history.

### How is a contact created automatically?

Whenever a person sends a message through a connected channel (WhatsApp, Instagram, etc.), Papo automatically generates a contact profile if one does not already exist. All future interactions are recorded in that same profile.

### Can I add custom fields to contacts?

Yes. You can define custom attributes in the CRM (such as job title, industry, or city) and fill them in on each contact's profile. These fields make segmentation and advanced search easier.

### How do I link a contact to a company?

In the contact profile, you can associate them with an existing Company or create a new one. This link groups all contacts from the same organization and displays the consolidated history in the company view.

### Is it possible to export my contacts?

Yes. Papo allows you to export the contact list (with applied filters) to a CSV file, including tags and custom attributes. See the specific article on export for more details.

### How do I find contacts who haven't interacted in a long time?

Use the last interaction date filter. You can set a period (e.g., "more than 30 days ago") to list cold contacts and schedule re-engagement actions.

## Read also

- [How to export your CRM contacts to a CSV file](/hc/papo/articles/how-to-export-crm-contacts-to-csv-file)
- [How to use internal notes to pass context between agents](/hc/papo/articles/how-to-use-internal-notes-to-share-context-between-agents)

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