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Keep your contacts up to date

For OperatorsChecked against the app on October 1, 2026

Contacts is your address book: one entry per phone number. Most arrive from a campaign's file, and you add or correct the odd one by hand. An agent with a lookup on your contacts reads the whole entry, Other details included, so the details you keep here are the details it has to go on.

Before you start

You're an Owner, Admin or Builder. An Analyst can look but not change anything.
Adding a contact calls nobody. People are called only when they're on a campaign.

Steps

Click Contacts in the left-hand menu.
Click Add a contact, or click a contact to change it.
For a new contact, type the Number, such as (312) 555-0129. It can't be changed later.
Fill in what you know: First name, Last name, Email, Your reference (a customer or file number) and Time zone.
To give the agent more to go on, open Other details, click Add a detail, and type a Field and its Value: plan and Family plan, say.
Click Save.

When you leave the Field box, its name turns into the short form campaign files and agents use: Account balance becomes account_balance. A column with that name in a campaign file fills it in.

Find someone

The search box finds a name, number, email or reference.
All campaigns narrows the list to one campaign's people. Someone on two campaigns is under both.
Filters, then Missing, finds the gaps: No name, No email or No time zone. Last updated narrows by when a contact last changed.

Remove a contact

Click the X at the end of the contact's row. It goes at once, without asking. Calls and campaigns keep their own copy of the number and name.

Important: Removing a contact can't be undone, and it doesn't stop anyone calling them. A campaign file with their number adds them back.

Warning: To make sure a number is never called again, block it: Don't call this number, under Settings → Blocked numbers. You're responsible for honouring anyone who asks not to be contacted.

What happens next

Adding a number that's already here updates that contact rather than making a second one.
A campaign file with the same number refreshes the contact. A filled cell replaces what's here; an empty one leaves it. If the file has other columns, they replace the contact's Other details.
A campaign keeps its own copy of what its file said about each person. Changing a contact doesn't change what the agent is told on a campaign they're already on.
When an outbound agent emails the person after a call and the call didn't collect an address, the email on their contact is used.
Adding a lead to a campaign makes a contact for them, if their number isn't here yet.

If it does not work

You see	Why	What to do
Save is greyed out	A new contact has no number, or a detail has a problem	Type the number, or fix the detail the message names.
Every detail needs a field.	A detail has a value but no name	Type a Field, or remove the row with its X.
"<name>" is a name HiloVoice fills in itself; call it something else.	Names such as `first_name` and `phone` are HiloVoice's own	Choose another name.
Two details are called "<name>".	Two rows have the same name	Rename or remove one.
'<number>' is not a phone number.	The number can't be read as a phone number	Check the country and the digits.
Nobody matches	Nothing fits your search and filters	Click Clear.
Your role here is Analyst: you can look at everything, but not change it. An owner or admin can make you a builder.	Analysts can't change contacts	Ask an Owner or Admin.