Contact CRM

Dialer.CX includes a comprehensive Contact CRM that goes far beyond basic lead lists. Manage contacts across eight specialized tabs — Contacts, Segments, Scoring, Deduplication, Bulk Operations, Recycling, Import, and Export — all from a single interface.

Contacts Tab

The main contact view:

• Searchable, sortable table with all leads
• Inline editing — click any field to update it
• Quick filters — by list, campaign, status, date
• Column customization — choose which fields to display
• Bulk selection for mass operations

Contact Detail View

Click any contact to see their full profile:

Section	Content
Info	All lead fields with inline editing
Timeline	Chronological activity feed — calls, status changes, notes
History	Complete call history with recordings
Notes	Agent notes, system notes, and AI call summaries

Tip

The Timeline tab is the fastest way to understand a contact’s full journey. It combines calls, status changes, notes, and system events into a single chronological feed so you never have to piece together history from multiple screens.

Segments Tab

Create smart segments for targeted lead grouping:

• Rule-based filters — define conditions (state = “California” AND calls > 3)
• AND/OR logic — combine conditions flexibly
• Dynamic population — leads matching rules are automatically included
• Use cases: targeted campaigns, performance analysis, geographic grouping

Note

Segments are dynamic — they update automatically as lead data changes. A segment for “leads with 3+ calls and no conversion” will shrink as leads convert, giving you a live view of leads that need attention.

Scoring Tab

AI-powered lead scoring:

• 22 default scoring rules evaluate lead attributes and engagement
• Configurable weights — prioritize what matters to your business
• Score-based prioritization — dial high-scoring leads first
• Factors: call history, recency, engagement signals, demographic data

Deduplication Tab

Find and merge duplicate contacts:

1. Run a dedup scan — choose matching criteria (phone, email, name)
2. Review duplicate groups — see which leads match
3. Merge records — combine duplicates, preserving the best data
4. Audit trail — every merge is logged with data snapshots

Caution

Merging is permanent. The system preserves a data snapshot in the audit trail, but the original separate records are consolidated into one. Review duplicate groups carefully before merging, especially when matches are based on name alone (which can produce false positives).

Bulk Operations Tab

Mass operations on selected leads:

• Status updates — change disposition for many leads at once
• Field modifications — update any field in bulk
• List reassignment — move leads between lists
• DNC additions — bulk-add to Do Not Call list
• All operations are audited

Recycling Tab

Per-campaign, per-disposition recycling rules:

• Retry attempts — how many times to redial per disposition
• Wait intervals — minimum time between attempts
• Time windows — when recycled calls can be made
• Automatic reset — leads automatically become dialable again

Import & Export Tabs

• Import — CSV upload with column mapping and duplicate checking
• Export — filtered export with field selection

Tip

Use the Export tab with active filters to pull targeted subsets of data. For example, filter to a specific segment and status, then export just those contacts for analysis or transfer to another system.