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Contacts and CRM overview

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Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

Overview

The Contacts & CRM area is where ConversaLabs keeps track of who your audience is and what is happening with each business opportunity. Everything revolves around the contact: the person you talk to. From the contact, the platform connects companies, custom attributes, segments, conversation history and the deals in the CRM.

In short, this category brings together four blocks that work as one:

  • Contacts: the central record of people, with CSV import and organization into segments.
  • Companies: group contacts that belong to the same organization.
  • Custom attributes: extra fields you create to store information specific to your business on contacts and conversations.
  • CRM: pipelines, kanban and deals to track opportunities from first contact to close, with notes, attachments, checklists, line items, value and order history.

Prerequisites

  • An active ConversaLabs account and a user with access to the Contacts area.
  • For the CRM (pipelines, kanban and deals), the CRM module must be enabled for your account — it is usually on by default.
  • The Companies module is optional and may depend on your plan; if you do not see it, ask an administrator.
  • The Orders Registry and Custom Objects are advanced capabilities that may require activation. Check each dedicated article.

Step by step

  1. Open the Contacts area from the sidebar.
  2. Create a contact manually or import your base via CSV.
  3. Organize the base into segments (saved filters) to find groups quickly.
  4. Define custom attributes to store the data that matters to your business.
  5. Open the CRM and create or pick a pipeline; drag deals across stages on the kanban.
  6. In each deal, log notes, attachments, checklists and line items, and track its value.
  7. Use the Orders Registry to see the purchase history of each contact.

Settings & options

  • Contacts: standard fields (name, email, phone, identifier, city, country) plus custom attributes.
  • Segments: saved filters by combined criteria (attributes, labels, date, etc.).
  • CRM: pipelines with their own stages, per-stage probability and per-deal rules.
  • Permissions: access to the CRM is controlled by the CRM management permission; administrators decide who can create and move deals.

Use cases

  • Centralize every customer and lead in one record, coming from multiple channels.
  • Track sales opportunities in a visual funnel, from prospecting to close.
  • Segment the base for more precise campaigns, follow-ups and reports.
  • Record each customer's order history for more contextual support.

Tips, limits & best practices

  • Standardize custom attributes before importing large bases — it avoids rework.
  • Use segments instead of loose labels for groups you query often.
  • Start with a simple pipeline and refine the stages as the operation matures.
  • Keep one contact per person: duplicates pollute reports and history.

Troubleshooting

  • I do not see the CRM or Companies: the module may not be enabled for the account or for your role — ask an administrator.
  • Duplicate contacts after import: check the identifier/email column in the CSV before importing again.
  • I cannot move a deal: confirm you have the CRM management permission.

See also