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Contacts is where people who are not yet clients live: enquiries from your website, referrals, callbacks and anyone you are still following up. They move across a board of stages until they become a client or drop out.

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What you’re looking at

Five tabs, of which the last two appear only for people who may manage the CRM: The header carries Custom fields, Import, Export, Share contact page (or Set up contact page if you have not published one), a chip showing contacts used against your plan limit, and New contact. Everything on that row except the chip and New contact is manager-only. Under it: Search by name, email, phone, or company…, a pipeline picker when you have more than one, a Segments menu, a sort control offering Recent activity and Lead score, and Clear when filters are on. The Board tab adds Manage stages and a Board / List toggle. The Contacts table has seven columns — Name, Contact, Stage, Score, Source, Owner and Last activity. Stage shows one of Lead, Inquiry, Prospect, Waitlist, Customer or Lost; Score shows a number, or an em dash at zero; Source names where they came from (Booking page, Website, Contact form, Referral, Manual, Import, Walk-in, Phone, Social). A contact whose priority is not normal carries a High or Low badge beside their name. A brand-new practice sees No pipeline stages yet. before a pipeline exists, Drop contacts here in each empty column once one does, and No contacts match your filters. on the table. Follow-ups reads “You’re all caught up — no open follow-ups.”

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Work the board

Drag a contact’s card from one column to the next to move it a stage. Save the current filters from the Segments menu with Save current as segment… for reuse in a campaign, and bring an existing list in with Import or take yours out with Export. An imported list is checked before anything is added, and imported contacts are not mailable until they confirm — see What happens when you press Send. Manage stages opens the stage manager, where you can rename, recolour, reorder, add and remove stages, and mark which one counts as won and which as lost. A pipeline must keep at least one stage.
Customising the board needs the Essential plan or above — the notice reads “Custom pipelines & stages are an Essential feature”. Below that you get the default pipeline and its default stages, which is a complete working board. See Change your plan.

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Work the follow-ups

Follow-ups lists what is open, newest problem first, with a My follow-ups / All toggle. Each row is badged Overdue, Today, Upcoming or No due date, with the date appended, and shows the task over the contact it belongs to. Mark done clears it.

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Publish the public enquiry form

1

Open the form settings

Go to Settings → Contact Form — “Where people fill out the form.” Everything about the public form is configured here.
2

Choose the fields

The field editor explains itself: “Drag to reorder. The first six are built-in fields you can rename or hide; add your own custom fields below.” Custom fields are a Team feature.
3

Take the hosted link

Share contact page copies the address of the hosted form. This works on every plan — put it on your website, in an email or on a printed card.
4

Embed it, if your plan allows

“Copy this snippet into your site’s HTML, just before </body>.” There are two levels: a widget snippet that drops a floating button onto your site, and a raw iframe for full control over placement. The iframe is a Team feature.
Submissions arrive on the board in your first stage, ready to work.

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What each plan includes

When you reach a limit the product says so plainly and names the next plan — “Your Free plan includes up to 100 contacts. Upgrade to Essential for more.” A subscription that has lapsed falls back to the Free limits until it is active again.

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Who can do this

Role decides whether Contacts opens, and whether you may manage it. There is no third layer here: managing the CRM is a single yes-or-no that owners and managers hold. Two things worth separating. Plan never hides a tab — it caps how many contacts, segments, campaigns and pipelines you may have, and those caps report themselves when you hit them. Permission does hide tabs: Campaigns and Insights are simply not in the strip if you may not manage the CRM, so an absent tab is the answer rather than a fault. Two behaviours surprise people:
  • Enforcement is opt-in, per person. A colleague never saved in the permissions sheet is unrestricted. The sheet warns “Saving starts enforcing”.
  • A denied action is recorded; an allowed one is not. Hiding a module from somebody’s sidebar is a convenience, not a security boundary.
See Staff permissions.

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Check it worked

  • A contact dragged to a new stage stays there after a refresh.
  • Opening your hosted form link in a private browser window shows the fields you configured.
  • A test submission appears on the Board within moments.
  • The embedded widget shows on your own site after you paste the snippet before the closing </body> tag.

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Common issues

You may not manage the CRM — that is owners and managers. They are hidden rather than disabled, so an absent tab is the answer, not a fault. Your plan does not affect this.
“Custom pipelines & stages are an Essential feature.” Below Essential the default pipeline is fixed. The button also stops at your plan’s pipeline count: “You’ve reached your plan’s limit of {n} pipelines.”
You are at your plan’s contact limit. The message names your plan, the limit and the next plan up, with an Upgrade action on the toast.
The count is what your filters currently match, not your total. Nothing matching means no number — use Clear to drop the filters.
It must go inside the page’s HTML just before </body>, not inside a text block or a page builder’s plain-text field. If your plan only includes the hosted link, use Share contact page instead.

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FAQ

Register them under Clients — see Manage your client list — and move their card to the stage you have marked as won. The contact and the client record are separate things, and both are worth keeping.
No. Contacts and clients are counted separately, on separate limits. Someone only starts using a client record once you register them.
No. “Consent + unsubscribe are always enforced” — a campaign reaches opted-in, non-unsubscribed contacts only, whatever the segment says.
A lead score the product calculates from a contact’s activity and source. It is a sorting aid, not a judgement — a score of zero shows as an em dash rather than a nought.
Nothing is deleted. You fall back to that plan’s limits, so you keep what you have but cannot add beyond the new cap until you upgrade again.