Understand Contact Profiles in the CRM

The left-hand panel of the contact profile/details page is where all of your contact's information lives. Here, you will see the contact’s:

1. Image and Name

2. Engagement Score - based on your scoring rules (go to Settings > Scoring to set these up)

3. Owner and Followers - assign a team members as contact owners or followers here manually, or automatically in Workflows

4. Tags - add or remove tags here manually, or automatically in Workflows

On the All Fields tab:

1. Search for specific fields/folders or click the [⏚] filter icon to hide/show only empty fields

2. Under the [Contact] drop-down, you can view and edit the core contact details, such as First and Last Name, Email address (with verification status and options), Phone number, Source (where the contact originally came from e.g. a specific funnel, calendar, or ad), Contact type (e.g. Lead, Customer), Business Name, and more

3. Under the [General Info] drop-down, you can view and edit additional details about the contact, such as their Address, Website, Time zone, any File upload fields (if configured), and more

4. Under the [Additional Info] drop-down, you can view and edit any custom fields you've created

5. Under the [Billing Info] drop-down, you can view and edit any billing information that has been collected for this contact, such as their Full Name, Phone Number, and Billing Address

6. Then you will see drop-downs for all of your Forms, Surveys, and Quizzes. If a contact has submitted a form, survey, or quiz, their responses will appear in a dedicated drop-down for each

On the DND tab, you can view and manage a contact's communication preferences and opt-out status. You can enable or disable DND across:

1. All Channels - tick to apply DND across everything

2. Or individually per channel, for Email, Text Messages, Calls & Voicemail, Inbound Calls and SMS

   
   Note: When a contact unsubscribes from an email or opts out of SMS, DND will be enabled automatically for that channel. You can also enable or disable it manually from here at any time. For full details, refer to our Enable or Disable DND guide.

On the Actions tab:

1. Under the [Opportunities] drop-down, you can view all pipeline opportunities associated with this contact - showing which pipeline and stage they're in, the opportunity value, status, and owner. You can also add a new opportunity directly from here using the [+ Add] button

2. Under the [Workflows] drop-down, you can see which workflows are currently active for this contact, and which have been completed in the past. You can also manually add the contact to a workflow from here using the [+] Add Automation button

3. Under the [Client Portal] drop-down, you can:

   1. View and manage which course Offers the contact has been granted access to

   2. View and manage which Community Groups the contact is a member of

   3. View the contact’s Client Portal Email, which they use to log in

   4. Click the [Change password] button, to manually reset their password for access to their client portal, courses, and communities

   5. Click the [Send reset link] button, to automatically email them with a password reset link

4. Under the [Engagement Score] drop-down, you can view the contact's engagement score, and manually add or subtract points

The centre panel of the contact profile/details page is your communication hub. It shows the full thread history of every interaction with this contact, and lets you reach out to them directly without having to switch to the Messaging tab.

At the top of the centre panel, you can:

1. Click the [💬] chat bubbles icon, to control what displays in the feed. You can select to show All, Conversations only, Activities only (pipeline moves, workflow triggers, offer access granted etc.), and filter down further by specific channel or type

2. Click the [📞] phone icon, to initiate a call directly from the contact profile

3. Click the [📁] folder icon, to archive the conversation

4. Click the [⭐] star icon, to mark the conversation as a favourite

5. Click the [✉] envelope icon, to mark the conversation as unread

At the bottom of the panel is the message composer. Here, you can:

1. Click the [✉] envelope drop-down, on the left to choose how you want to reach out. Select either SMS, WhatsApp, Email, or Internal Comment (a private note visible only to your team, not the contact)

2. Click in the [Type a message] bar, to expand the composer and begin typing your message

The right-hand panel of the contact profile/details page gives you quick access to everything related to this contact's history and management. Click any icon to open that tab. The panel is collapsible - press the [X] button on any opened tab, to hide it and give yourself more room in the centre panel.

1. On the 🕓 Activity tab, you will see:

   1. A complete chronological log of everything this contact has done or that has happened to them inside Ivorey™. This includes:

      • Pages visited

      • Forms, surveys, and quizzes submitted

      • Appointments booked or cancelled

      • Pipeline stage changes and opportunity updates

      • Workflow triggers and actions taken

      • Course and community access granted or revoked

      • Payments and invoices

      • Emails delivered, opened, or clicked

   2. First attribution source - what brought this contact into your CRM (e.g. organic search, social media)

   3. Last attribution source - the most recent source that was recorded
      
      Note: Refer to our Contact Attribution guide to learn more.
      

2. On the ∵ Associations tab, you can view and manage any other contacts, companies, or records that are linked to this contact. Useful if a contact is associated with a business, a team, or another contact in your CRM. You can create associations in Settings > Objects > Contacts > Associations.
   

3. On the ⤧ Opportunities tab, you can view all pipeline opportunities associated with this contact - showing which pipeline and stage they're in, the opportunity value, status, and owner. You can also add a new opportunity directly from here using the [+ Add] button. Please refer to our Pipelines Master Guide for more details on pipelines.
   

4. On the 📋 Tasks tab, you can create and manage tasks related to this contact. Please refer to our Create and Manage Tasks guide for more details on task management.

   1. Click the [✅] check button on any task to mark it as done

   2. Click the [+ Add] button to create a new task
      

5. On the 🖋 Notes tab, you can log internal notes about this contact - call summaries, relevant client details, things to remember, or anything your team needs to know. Notes are private and never visible to the contact.

   1. Click the [+ Add] button to create a new note > type in a title and description > add links and upload attachments as needed > select a note colour > add associated objects if needed > and click [Save]

   2. Click the 📍 Pin icon at the top right corner of any note to pin it to the top (only two notes can be pinned at a time)

   3. Click the [⋮] three dots on any note to [✏ Edit] or [🗑 Delete] it
      

6. On the 📆 Appointments tab, you can view and manage all upcoming and past appointments booked with this contact. Please refer to our Manage Calendar Appointments and Bookings guide for more details.

   1. create a new appointment
      

7. On the 📄 Documents tab, you view, upload, and manage any documents or files stored under this contact's profile. This includes proposals and contracts sent or received (with statuses e.g. sent, viewed, signed), any files shared through the client portal, or documents uploaded manually by you or your team.

   1. Click the [+ Add] button to upload a new document

   2. Search for specific documents, at the top

   3. On the [All] tab, you can view all files

   4. On the [Internal] tab, you can view files that are only visible to you and your team (not shared with the client)

   5. On the [Sent] tab, you can view files sent from you or your team

   6. On the [Received] tab, you can view files sent from the client to you

   7. Click the [⋮] three dots on any file to:

      1. Choose whether or not to Share the file in the client portal (if shared, the client will be able to access the file in their portal)

      2. Download a file

      3. Open a Preview of the file

      4. Delete a file
         

8. On the 💲 Payments tab, you can view the complete payment history for this contact. This includes individual Transactions and their amounts, active Subscriptions and their billing status, Invoices (with statuses e.g. paid, overdue), Estimates (with statuses e.g. sent, accepted).

Yes, form submissions appear inside the contact’s Activity tab.

Yes! Search for the contact, open their profile, and go to the Payments tab to view payments only for that person.

Yes! You’ll see the partial form completion under the Activity tab, even if no payment was processed.

Open their profile and check their Activity tab for any actions taken. You can confirm payment on the Payments tab.

Yes, from the contact profile, you can export data including contact details, tags, and custom fields. You can also click through to download their payment history, from each category (e.g. transactions, invoices, etc.).