Contact Management

🔍 Contacts list: App Status filter and case-linked lists

App Status filter

On the Contacts page, use the App Status control to narrow the list:

Option	Result
All	Every contact
Installed	Contacts who have the mobile app
Not Installed	Contacts who do not

On the main Contacts page (not inside a case modal), your App Status choice can stay in sync with the URL, so you can bookmark or share a filtered view.

🔀 Merging Duplicate Contacts

If you have the same contact saved more than once, you can merge them into one:

1. Open one of the contact profiles
2. Click the three-dot menu (⋮)
3. Select Merge Contact
4. Search for the duplicate record
5. Pick which info to keep
6. Confirm the merge — done! ✅

Note

When you merge contacts, all cases and message history from both records are kept and linked to the merged contact. Nothing gets lost! 🔗

🔍 Duplicate Detection

Kayse AI helps you find duplicates:

Method	Description
Phone Match	Same phone number 📞
Email Match	Same email address 📧
Name Match	Similar names
Fuzzy Match	Close-but-not-exact matches

🌐 Contact Portal Access

Contacts can use a self-service portal where they can:

• See their case status 👀
• Fill out tasks and forms 📋
• Upload documents 📄
• Send messages 💬
• Check appointments 🗓️

Portal Features

Feature	Description
Secure Links	Access links that expire after a set time 🔒
No Account Needed	Contacts don't need to create a login
Mobile Friendly	Works great on any device 📱
Document Upload	Contacts can send files safely
Task Completion	Contacts can fill out forms and tasks

📨 Sending Portal Access

1. Open the contact's case
2. Go to Tasks or Forms
3. Click Share Link
4. Choose SMS or Email
5. The contact gets a secure link to access their stuff!

See Forms for more about sharing forms with contacts.

📥 Contact Import/Export

Importing Contacts

Bring in contacts from a spreadsheet:

1. Go to Settings → Import
2. Upload your CSV or Excel file
3. Match columns to Kayse AI fields
4. Handle any duplicates
5. Finish the import!

🔄 Import Duplicate Handling

Option	Description
Skip	Don't import the duplicate
Update	Update the existing record with new info
Create	Make a new record anyway
Merge	Combine the data smartly 🧠

📤 Exporting Contacts

1. Go to the Contacts page
2. Use filters if you want
3. Click Export
4. Pick which fields to include
5. Download the file!

📄 Contact Documents

Each contact profile has a documents section for viewing and managing their files.

⬆️ Uploading Documents

1. Open the contact profile
2. Go to the Documents section
3. Click Upload or drag and drop files
4. Files are stored safely and linked to the contact 🔒

⬇️ Downloading Documents

Download one file at a time by clicking the download icon. To get everything, click Download All — the bundle is created in the background and the download starts when it's ready. You'll also get an email with a link that works for 24 hours. 📧

TIP

You can also see contact documents from inside a case by going to the Contact Documents sub-tab on the case's Documents tab. 📂

📝 Contact Notes

Add internal notes to contact profiles:

Feature	Description
Rich Text	Formatted notes with styling ✏️
Attachments	Add files to notes 📎
Timestamps	Date and time tracked automatically 🕐
Author Tracking	Shows who wrote it

💡 Best Practices

• Keep info current — Update contact details whenever a contact tells you something changed 🔄
• Mark primary contacts — Always set a main phone and email for reaching out 📌
• Check for duplicates — Search before creating a new contact to avoid doubles 🔍
• Respect preferences — Pay attention to how contacts want to be contacted 🙏
• Link all cases — Make sure returning contacts are connected to all their cases 🔗
• Track satisfaction — Watch sentiment to spot contacts who might be unhappy 😊
• Use enrichment — Fill in missing data to improve contact rates ✨
• Manage timezones — Make sure contacts are called at the right time 🌍
• Document interactions — Use notes to record important conversations 📝