How to manage a contact
Quick answer
To work with one contact:
- Go to Calls › Cypher C and select the person's row.
- Copy their phone or email, or select Open in WhatsApp.
- Read the Brief and the To do list before you call them.
- Add private context in Notes.
Each contact in Cypher LM has a profile that pulls together everything your business knows about that person: their details, every call they had with your agents, upcoming bookings, open follow-ups, payments and meeting notes. The profile opens as a drawer on the right of the Contacts list, so you can move from person to person without losing your place.
Use the profile before you call someone back, when you want to check what was promised, or to keep private notes your team can see.
Open a contact
- Select Calls in the sidebar, then Contacts.
- Find the person with the search box or a view such as Returning.
- Select their row. The contact drawer opens.
You can also open a contact from a call: in the call drawer, go to the Caller tab and select Open contact.
Details and quick actions
The top of the drawer shows the person's name and whether they are new or returning, for example "Returning caller · first called 12 Sep". If callers gave different names on different calls, a hint shows "Also said:" with the other names.
Below that are their Phone, Email, Website and the Agents they spoke to. Each field has a copy button ("Copy phone number", "Copy email"). When a phone number is on file you can select Open in WhatsApp to start a chat from your own WhatsApp, and on a phone you can select Call this number.
Brief, To do and History
If the person has spoken to your agents before and your plan includes Cypher M, the Brief card summarises those conversations: what they want, what has happened so far, open items, concerns, promises made, a suggested opening line and next steps. Select Refresh to rebuild it after a new call, or Start session to open a live Copilot session with this person. See Cypher M overview.
To do lists what is still open with this person: upcoming bookings and follow-ups that have not been done yet.
History is the full timeline. Each entry is labelled with its kind:
Kind | What it is |
|---|---|
Call | A call with one of your agents. |
Booking | An appointment booked on a call, by link or by hand. |
Copilot call | A Cypher M session with this person. |
Meeting notes | Notes Cypher N wrote for a meeting. |
Task call | An outbound task your agent ran for this person. |
Payment | A payment request or payment from them. |
Follow-up | An action item agreed on a call or meeting. |
Incident / Agent update | Flags and changes connected to their calls. |
The Calls section lists their calls with your agents. If there are more than fit, select Show all in Calls to see the full list in the call log.
Keep private notes
- Scroll to Notes at the bottom of the drawer.
- Type anything your team should know, such as a preferred time to call or the name of their account manager.
- Close the drawer. Notes save as you type.
For identified contacts, notes are saved to your account ("Private to your account") and your teammates see them too. Rows in the Unidentified view are single calls with no phone or email, so notes there are "Saved on this device only" and stay in your current browser.
Fix wrong details
Contact details come from what callers say, and speech can be misheard. If a caller rings back to correct a wrong email or phone number while booking, the agent updates their existing booking instead of making a second one, and the corrected details flow through to the contact. Always confirm details before you rely on them for a payment or a confirmation.