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:

Open one of the contact profiles
Click the three-dot menu (⋮)
Select Merge Contact
Search for the duplicate record
Pick which info to keep
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

Open the contact's case
Go to Tasks or Forms
Click Share Link
Choose SMS or Email
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:

Go to Settings → Import
Upload your CSV or Excel file
Match columns to Kayse AI fields
Handle any duplicates
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

Go to the Contacts page
Use filters if you want
Click Export
Pick which fields to include
Download the file!

📄 Contact Documents

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

⬆️ Uploading Documents

Open the contact profile
Go to the Documents section
Click Upload or drag and drop files
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 📝