Contacts overview
Quick answer
To find and export your contacts:
- Go to Calls and select Cypher C next to Export.
- Pick a view: All, Returning, Frustrated last call or Unidentified.
- Narrow the list with Filter or the search box.
- Select Export CSV to download the list.
Every time someone talks to one of your agents, Cypher LM picks up the details they share on the call (their name, phone number, email and website) and files the conversation under a contact. Contacts is where you see all of those people in one place: who they are, when they first called, how many times they have called, how the last call felt and which agents they spoke to.
This article explains how to open Contacts, how callers are grouped into contacts, and how to filter, search, export and add contacts yourself. To work with one person's profile, see How to manage a contact.
Open Contacts
Contacts is not a separate item in the dashboard sidebar. It sits next to your call log, because every contact starts as a caller.
- In the dashboard, select Calls in the sidebar.
- Next to Export CSV, select Contacts.
- The page opens on the All view, titled Contacts with the line "Everyone who has called your agents."
You can also reach the page from the command palette: press Cmd+K on a Mac or Ctrl+K on Windows and type "Contacts".
How callers become contacts
Your agents listen for names, phone numbers and emails during the conversation. Callers with the same phone number or email are grouped together automatically, so a customer who calls three times appears once, with three calls. Names are never used on their own to group people, because two different callers can share a name.
Website callers usually have no phone number attached to the call, so the email they give is what links their calls. If a web caller mistypes an email on one call and gives the right one on the next, Cypher LM still connects the calls when the same browser comes back or when a booking links them.
There is no manual merge button. If two rows clearly belong to the same person, check that the phone number or email is spelled the same in both; once they match, the calls group together.
Views, filters and search
The view buttons at the top of the list are saved views you can switch between in one click:
View | Shows |
|---|---|
All | Every identified contact, newest call first. |
Returning | People who have called more than once. |
Frustrated last call | People whose most recent call was judged frustrated, so you can follow up. |
Unidentified | Calls where the caller shared no phone number or email. Each row is one call. |
The full list shows Name, Phone, Email, Website, First seen, Last call, Calls, Last mood and Agents. The Unidentified view uses Started, Caller, Agent and Mood instead, because there is nothing to group by.
Use Filter to narrow any view by Agent, Last mood (Positive, Neutral, Frustrated or Not captured), Number of calls (for example "3 calls or more") and Last call (Last 7, 30 or 90 days). The search box, "Search name, phone or email…", matches any of those three fields.
Export and import
- Set the view, filters and search you want.
- Select Export CSV.
- Open the downloaded file in Google Sheets, Excel or your CRM's importer.
Very large exports are capped. If that happens you will see "Only the first N contacts were exported." Narrow the filters and export in parts.
Importing contacts from a CSV file is coming soon. The Import CSV button opens a dialog that says so; nothing is imported yet.
Add a contact by hand
Sometimes you want a record before someone has ever called, such as a walk-in customer or a lead you plan to call through Cypher M.
- Select Create contact, then Create manually.
- Fill in Name, Phone, Email, Website and Notes. Every field is optional, but you must enter a phone number or an email address.
- Select Create contact. You will see "{name} added to your contacts".
When that person later calls your agent from the same number or email, the call joins their contact automatically.