Article #7 - Contacts, the Heart & Soul of Your CRM

Article #7 - Contacts, the Heart & Soul of Your CRM

 

This article introduces contacts: the basic building block of your CRM. We look at how to find, view, add, edit and delete contacts. We also look at ways to extend and customize contacts, and to change the way that contacts appear in the user interface.

Out of the box, your CRM comes with three contact types:

  • Individuals - i.e. people
  • Organizations - for example companies or other non-profit organizations
  • Households - typically families that share a physical location

Each contact record comes with a set of core fields, including:

  • names (first and last name, etc. for individuals and organization name, etc. for organizations)
  • greeting and addressee fields for different communication methods
  • contact methods, e.g. email addresses, phone numbers, website addresses, etc.
  • addresses (i.e. physical locations)
  • communication preferences: i.e. the methods that they prefer to be contacted by, and those that they do not want to be contacted by.

You can define new contact subtypes based on the out of the box contact types. You can add custom fields that extend all contacts. You can also add custom fields that extend particular contact types or sub types.

Think of contacts as the center of your CRM universe. All of the other building blocks of your Backoffice, like relationships, activities, groups and contributions connect to contacts in some way.

A quick look at contacts

Contacts are organized into tabs. The first tab that you see when looking at a contact is the summary tab with some basic information about your contact. Following the summary tab are a series of other tabs each showing information about different aspects of the contact. Organizing the contact into tabs helps manage the large amount of data it is possible to collect about contacts over time.

Contact actions

Above the tabs line, you will see a few buttons. The first button is the Actions button which is a handy shortcut to carrying out actions with this contact. For example, you could add a note to this contact, or record a new contribution, meeting or other activity.

Summary tab

The summary tab shows overview information about your contact. Here you will find names, addresses and contact details as well as details of contact methods.

Some fields on this tab are just for individuals, for example, first name, last name, nick name, etc. Other fields are just for organizations, for example organization name.

Individual fields

Individuals names are split into the following parts: prefix, first name, middle name, last name, suffix and nickname (you don't have to use all of them). Prefixes and suffixes are selected from a drop down list. If you can't find the value you want, you can add more options to the list from the following screen: Administer > Customize Data and Screens > Dropdown Options > Individual Prefixes (Ms., Mr...).

Addresses

You can record one or more addresses for a contact. Each address needs to be at a different location type (e.g. work, home, etc). One of the addresses can be marked as primary and will be used for any postal mailings that you do. You can explicitly choose which location will be primary for a particular person, or let it default to the first one entered.

You can share addresses between contacts. For example, you may need to keep information about individual contacts and the organizations where they work. When creating or editing the "work" address for an individual, check the "Share Address With" box. If their employer already exists in your database, you can select them from the quick search box that appears. Otherwise, you can create the employer's organization record on the fly by selecting "New Organization" from the "create new contact" drop-down.

If a person pays you by credit card, the details used for Billing Address in credit card payments will be stored in the Billing location for the contact.

If you have a mapping provider enabled you can click on the map icon next to an address to see the location of a contact on a map.

Phone numbers

You can store multiple phone numbers for each contact. Phone numbers have locations (e.g. work, home, etc.) and types, e.g. landline, fax, mobile. Note that any phone numbers that you add as of type mobile will be available for sending SMS.

Email addresses

You can store multiple email addresses for each contact. One of these email addresses can be explicitly marked as the address which receives all bulk mailings such as e-newsletters and announcements (e.g. these are emails your organization would send using the CRM Mailing component). Any bouncing emails are automatically marked as being on hold when sending emails via Mailings. See the Mail section for more information.

Communication preferences and privacy options

Communications preferences (i.e. methods of communication that are preferred by contacts) and privacy options (e.g. do not contact me via email) can be defined. Privacy options are respected when carrying out certain functions, e.g. mailing labels are not printed for contacts with the 'do not mail' privacy option, and emails are not sent to contacts with the 'do not email' privacy option.

Here is a brief explanation of each of the privacy options in the contact record:

  • Do not phone- The end user has elected to not be contacted via telephone.
  • Do not email- The end user has elected to not be contacted via email.
  • Do not mail- The end user has elected to not be contacted via postal delivery (snail mail)
  • Do not SMS- The end user has elected to not be contacted via text messaging service to their mobile device.
  • Do no trade- The user has elected not to share their info with other organizations. (ie. you may not share or sell user's information to other parties)
  • NO BULK EMAILS (User Opt Out)- This is set when a user selects the Opt Out action in a Mailing Email.

Greetings and addressee fields

By default greetings and addressee fields are calculated based on the contacts name fields. For example the postal greeting for an individual called 'Jenny Soper' is 'Dear Jenny'.

The default greetings can be configured at a global level here: Administer > Communications > Email Greeting Formats or Email Greeting Formats or Addressee formats.

Different formats can also be selected for each contact and can also be customized on a contact per contact basis.

Relationships tab

Relationships are connections between contact records in your database. Each connection can be named to describe the nature of the connection, and a contact may have many relationships to other contacts in the database. In the example below you can see a list of Current Relationships as well as a list of Inactive relationships.

Activities tab

The Activities tab displays a list of all of your interactions with a contact, including all built-in activities like event attendance, contributions, phone calls etc as well as any custom activities you may have added. It also allows you to record activities with contacts. Clicking on the icons at the top of the screen (Send an Email, Meeting, Phone call) will bring up a screen where you can enter those details. This tab will also show any custom activities that you've defined.

Mailings tab

This is only visible if at Administer > CiviMail > CiviMail Component Settings you have unselected Enable CiviMail to create activities on delivery. In that case each bulk email is recorded on the mailings tab instead of the activities tab. This improves the speed at which the activities tab loads if your organization sends bulk emails to large mailing lists.

Contributions tab

The Contributions tab shows any financial contributions made by a contact, as well as a summary of the contribution activity of the contact (total amount of contributions over time, total number of contributions, and average amount of contributions).

The Contributions tab also allows you to record offline contributions using the Record Contribution button, or record a credit card transaction on behalf of the contact (useful if the contribution has been made by phone) using the Submit Credit Card Contribution button. Both of these buttons lead to forms that allow you to select the Financial Type in addition to the normal contribution information collected from public contribution pages.

Memberships tab

This tab displays any memberships a contact has. From this tab you are able to add memberships and submit credit card payments for memberships that require a fee. You can also renew or delete memberships from the "more" link on each membership in the contact's existing memberships.

Events tab

The Events tab displays events related to this contact, for example events the contact has registered for, attended or volunteered at.

From this page you can register the contact for an event, and use the Submit Credit Card Event Registration button if the event requires payment. The related payment will then appear on the contact's Contributions tab in the first row.

You can also modify the event information as it relates to the contact by clicking the Edit link. For example, you can change the contact's event status from "registered" to "attended."

Groups tab

The Groups tab shows the groups that the contact belongs to. Groups can be used in a variety of ways including mailing lists.

You can add and remove the contact from groups, and see a history of groups the contact has unsubscribed or been removed from.

The Status column displays who has added the contact to the group. Whether users can add themselves to a group is one of the settings you can configure when creating a group. When you set a group's visibility to "Public Listings" users can join via Profile forms.

Notes tab

The Notes tab is a place where you can record random bits of information about a contact. Generally you would use custom fields for information you plan to collect about your contacts, but in some cases it may be useful to record additional, ad-hoc notes. When creating a Note, both the subject and the content are free-text fields (i.e. the subject field does not have to be chosen from predefined options).

Tags tab

Tags are one way of categorizing contacts in your database (other methods are Custom Data and Groups). You can configure which tags you wish to use for your organization. You can search on tags and create Smart Groups based on them.

The tags next to Keywords are part of the Keywords Tagset. A Tagset is a specific grouping of tags that you can create. Tagsets are non-hierarchical, and you can create a new tag in a tagset simply by typing a new tag into the field. Existing tags that match what you type will also show up as a list from which you can select.

Change Log tab

This tab gives limited information about changes made to a contact record. It shows the change date and who made the change, but not what was changed.

Note: You can use the Contact Logging Report to get detailed information on changes to contact records (who, what and when).

Adding contacts

The simplest way to add a single contact is to use the navigation menu at the top of any non-public page. To create a new Individual, go to: Contacts > New Individual:

Note that the Contacts menu item allows you to create every kind of contact and contact sub-type.

All of the contact creation forms are similarly arranged, with basic information (name, email etc) at the top of the form and more specific fields below grouped by type or subject in accordions (such as address fields, communications preferences and any custom fields that you have added for the contact type).

For all contact types you can use the Check for Matching Contacts option to help avoid duplicate entries. After entering all of the information you have in this section, you can click on Check for Matching Contacts.

For adding an Individual record to the database, first name and last name OR email address are required. For adding an Organization or Household record to the database, just Organization/Household name is required. You can fill out as many of these fields as you like, and don't forget, you can always go back and make changes as needed by using the edit screen.

Once you have filled out the form, you have the choice of three buttons to click:

  • Save will save the contact record and take you to the contact screen.
  • Save and New will save the contact and clear the form so that you can add another.
  • Cancel will discard the entered information and return you to your dashboard.

Editing contacts

Editing information on the summary screen is simple. Hovering in the upper right corner of the block that you wish to edit will bring up the Edit Info link. You can then edit the information directly in the summary screen.

If you need to edit a lot information for one particular contact, an alternative is to open the entire contact for editing by clicking on the edit button above the tabs.

Note that on the rare occasions that two separate admin users edit a contact at the same time (specifically that they both open the edit screen, then both save the contact), the second admin user will be notified of the first admin user's edit and be given the chance to manually 'merge' the edits.

Deleting contacts

At the top right there is a button to Delete the contact. When a contact is deleted, it does not disappear completely - instead it moves to the trash, where it can be recovered at a later date (using the search in trash feature of advanced search). See the "Searching" article for more information.

Deleted contacts are moved to the "trash" by default (and can be restored later if needed). There are a variety of ways to delete a contact:

  • Single contact: open the contact's record and click the 'delete contact' button at the top of the page. Alternatively, run a search for the contact and, from the results list, look toward the end of the contact's row, click 'More' and select 'Delete Contact'.
  • Multiple contacts: run an advanced search, check the boxes of each record you wish to delete (or select all with the checkbox in the header at the top) and in the 'actions' drop-down menu, choose 'Delete Contacts' to send the contacts to the trash (if enabled) or 'Delete Permanently'. A warning page will be displayed to verify your intention; simply click 'Delete' to continue or 'Cancel' to return to the previous screen.

Contact subtypes

In addition to the three default contact types (individuals, households and contacts), you can define additional contact types (sometimes referred to as contact subtypes) to suit your needs.

Each contact subtype that you define is based on one of the three core contact types. For example, 'Student' would be based on the 'Individual' contact type, and 'Farm' could be based on the 'Organization' contact type, or perhaps 'Household' contact type, depending on your use case.

Contact types are very useful when you need to collect and display different sets of custom data for different types of contacts (e.g. you may wish to collect information on the subject area and qualifications of all teachers in your database but not be interested in collecting these for other individuals. To do this, you would create a contact type called Teacher, based on Individual and then create a custom data set that only extends Individuals of the type Teacher (see custom data for more information).

Note that the core contact types are mutually exclusive, i.e. a contact cannot be an organization and an individual. However, contacts can be of more than one user-defined contact subtype, i.e. they could be a Teacher and a Parent, for example.

To edit existing contact types and create new contact types go to Administer > Customize Data and Screens > Contact Types. Note that you cannot delete the inbuilt contact types but you can change their names and the images associated with them.

To add custom fields to specific contact subtypes, see the article on custom fields.