To centrally manage your contacts, Papo (https://papo.global/) offers a CRM module where you can search, create, update, and view a 360° profile for each person. This unifies all interaction history, personal data, and notes in one place, ensuring your team has the complete context for sales and service.
Maintaining an organized contact database is the cornerstone of any sales and service operation. In Papo's CRM, every person your company interacts with, whether a customer or a potential customer (lead), has their own profile. This allows you to stop relying on scattered spreadsheets and notes, centralizing all information on a single platform.
Contact management in Papo is designed to be simple and efficient, providing the necessary tools to keep your data always updated and accessible.
| Action in Contact CRM | Description |
|---|---|
| Create Contact | Adds a new person to your database, with information such as name, email, and phone number. |
| Search and Filter | Quickly locates contacts by name, email, or phone number and applies filters by date or type. |
| View 360° Profile | Accesses a unified screen with the contact's entire history of conversations, notes, tasks, and opportunities. |
| Update Contact | Edits and adds information to a contact's profile to keep the database always accurate. |
How Contact Management Works in Papo
Papo's Contacts module functions as your 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 can automatically create 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 other custom information.
- Conversation History: Access to all messages exchanged with the contact, regardless of the channel or agent who assisted them.
- Internal Notes: Important comments and observations your team can add to contextualize future interactions.
- Related Activities: Link to sales opportunities in Kanban, scheduled tasks, and documents.
This centralization ensures that any member of your team can take over a conversation with complete context, offering professional service without repetition.
Step-by-Step Guide to Managing Your Contacts
The basic contact management actions in Papo's CRM are intuitive and can be performed in just a few clicks.
1. Creating a New Contact
While many contacts are created automatically when they initiate a conversation, you can also add them manually. This is useful for registering leads from offline events or referrals. To create a contact, you typically need to provide basic information such as:
- Name
- Email and/or Phone Number
With the profile created, you can add custom fields and other relevant information.
2. Searching and Filtering Contacts
Finding a specific contact is simple. You can use the search bar and look for them by name, email, or phone number. In addition to direct search, Papo allows you to filter your contact database with advanced criteria, such as:
- Date of last interaction: Ideal for finding "cold" contacts who haven't communicated 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
By clicking on a contact, you access their complete profile. This is the 360° view, which centralizes all information and activities related to that person. 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 your operation is B2B, you will also see which company that contact is linked to.
4. Updating Contact Information
Keeping data updated is crucial. In the contact's profile, your team can easily edit existing information or add new data. If a customer's phone number or email has changed, the update is made directly in the profile, ensuring all future communication is directed correctly.
Frequently Asked Questions (FAQ)
What is the difference between a Contact and a Company in Papo's CRM?
A Contact represents an individual person, with their personal data such as name, phone, and email. A Company, on the other hand, is an organizational entity in the CRM, used in B2B scenarios to group multiple contacts who work for the same company. This centralizes the interaction history of all employees for a customer account.
How is a contact created automatically?
When a person sends a message to one of your customer service channels connected to Papo (such as WhatsApp, Instagram, or website chat) for the first time, the platform can automatically create a contact profile for them, storing the conversation and available information.
What is a contact's 360° profile?
It is the unified view that consolidates all data and interactions related to a person. This includes their contact information, the complete conversation history across all channels, internal team notes, tasks, files, and associated sales opportunities.
Can I import an existing contact list into Papo?
The platform offers various ways to populate your contact database. For specific details on bulk list import, please consult the official documentation or check the options available directly in your Papo dashboard.
How can I use filters to find specific contacts?
You can use the filter function in the Contacts module to segment your database. For example, you can filter by "date of last conversation" to find inactive contacts, or use tags to create lists of people who have shown interest in a specific product.
Is it possible to link a contact to a sales opportunity?
Yes. Papo's CRM is integrated. You can associate a contact with one or more opportunities in your Kanban pipeline. This way, when viewing the contact's profile, you also see which stage of the negotiation they are in.
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