Check for an existing contact
Open Contact Center → Contacts and search before creating another record. Compare the phone number and company as well as the name.
The list shows the contact, phone, company, responsibility, status and creation date. Use the full profile or quick-profile action to check the record you intend to work with.
Enter the details your team needs
Select Create contact. The current form requires a first name and phone number. It also offers last name, email, company, group, location and custom fields.
Use a consistent phone format and only the details needed for your work. Check which company and group you are selecting before creating the record.
Set responsibility and sharing
- Responsible user
- Choose who should take responsibility for the contact.
- Shared with
- Select the people who need access to work with the record.
- Group
- Use a consistent grouping convention so the team can find related contacts.
Review these separately: assigning responsibility and sharing access serve different purposes. Use the options available to your account rather than assuming every teammate can see every contact.
Keep notes with the correct person
Open the contact in Agent Workspace when handling a conversation. Confirm the loaded person before saving a note, scheduling a follow-up or editing the profile.
Keep notes concise: the reason for the conversation, the outcome and the agreed next action. Avoid creating a second contact just to record another interaction.
Coordinate CRM changes
If HubSpot is connected, review contact-import and lead-export choices before editing matching records in both systems. Check the configured conflict-handling approach and any pending updates.
For a missing or conflicting record, collect its reference, the sync direction and the time. Share only the details needed to investigate it.