Contacts and customers

Contacts is your customer database, and most of it fills itself in. Anyone who calls becomes a contact, and the AI saves what it learns during the call against them: their name, what they wanted, what was booked.

The contact list#

Your contacts list shows all customers who have interacted with your business. Each contact displays:

• Name: Customer's name (if provided)
• Email
• Phone Number: Their phone number
• Stage: Where they are in your sales pipeline
• Tags: Labels you've added for organization

People and companies#

Asisto supports two types of contacts:

• Person: Individual customers, patients, or clients
• Company: Business entities, organizations, or corporate accounts

Choose the appropriate type when creating a contact to keep your records organized.

Adding a contact#

Contacts are created automatically when someone calls, but you can also add them manually:

1. Click Add Contact on the Contacts page
2. Select the contact type (Person or Company)
3. Enter their name, which is the only required field, plus email and phone
4. Click Save

Address, image, stage and tags are added on the record afterwards.

The contact record#

Click any contact to see their full profile:

Details#

• Name, phone number, email, and address
• Profile image
• Contact type (Person or Company)
• Tags for organization
• Current pipeline stage

The rest of the record is a set of tabs:

Activity#

A timeline of everything logged against this contact: when it was created, what changed and who changed it, and the calls and messages that ran through it. You can add threaded comments here, so a discussion about a customer sits with the customer rather than in a chat app.

Appointments#

Past and upcoming bookings with their statuses, and a summary of how many they have had.

Outreach#

Every automatic callback and follow-up text placed to this contact, what came of each one, and when the next attempt is due. See Outreach and callbacks.

Notes and comments#

Keep detailed records on every contact:

• Notes: Add internal notes visible to your team (e.g., "Prefers morning appointments" or "Allergic to latex")
• Comments: Start threaded discussions with team members about a contact
• Notes and comments are timestamped and attributed to the team member who wrote them

Notes and comments each live on their own tab. To add a note, open the Notes tab, add one, and save. Notes can be edited or deleted afterwards.

Tasks#

Create follow-up tasks tied to specific contacts:

1. Open the contact
2. Go to the Tasks section
3. Click Add Task
4. Enter a description and due date
5. Save the task

Tasks have two statuses:

• Open: The task still needs to be done
• Completed: The task is finished

Use tasks to track follow-ups, callbacks, document requests, or any action items related to a customer.

Pipeline stages#

Track where each contact stands in your sales process. Assign a stage to any contact:

Update stages as relationships progress to keep your pipeline accurate.

Activity#

Every action on a contact is logged automatically:

• When the contact was created
• When details were updated
• When notes, tags, or tasks were added or removed

This gives you a complete audit trail of all interactions and changes for each contact.

Tags#

Tags help you categorize customers. Create tags like:

• VIP: High-value customers
• New Patient: First-time visitors
• Follow-up Needed: Requires attention
• Dental, Medical and other service-specific tags

To add a tag:

1. Open the contact
2. Click Add Tag
3. Select an existing tag or create a new one

Favorites#

Mark contacts you access frequently as favorites:

• Click the star icon on any contact to add them to your favorites
• Favorites appear in a dedicated section for quick access
• Drag and drop to reorder your favorites list
• Click a favorite to open their record, where Call dials them through the Dialer

Finding a contact#

Find contacts quickly:

• Search: type a name or an email address
• Filter by type: all contacts, people only, or companies only
• Filter by tag: pick more than one
• Sort: by name, email, phone or stage, in either direction, from the column headers

Acting on several at once#

Tick the checkboxes to act on a batch:

1. Select contacts using the checkboxes
2. Choose an action:
   • Export to CSV
   • Export to Excel
   • Delete selected contacts

The export covers exactly the contacts you ticked, which makes it the quickest way to hand a filtered list to someone outside the system.

What the AI knows when they call back#

When a known contact calls again, your AI receptionist:

1. Recognizes them: Greets them by name if available
2. Reviews history: Knows about past appointments
3. Opens with the likely reason: "Welcome back! Are you calling about your upcoming appointment?"

None of that is looked up while the caller waits. The context is fetched before the call connects, so there is no pause at the start.

You can turn this off with Caller Recognition. See AI features.

Working with it day to day#

1. Keep names updated: Add names as you learn them
2. Use tags consistently: Create a tagging system that works for your business
3. Track pipeline stages: Move contacts through your sales funnel as relationships evolve
4. Add tasks for follow-ups: Never forget a callback or action item
5. Review call history: Understand customer patterns and preferences
6. Note special requirements: Add notes for accessibility needs, preferences, etc.