Contacts Overview
Loopwave includes a built-in contacts CRM so the people you talk to aren’t just chat threads — they’re records you can organize, label, and enrich with context. A contact is created automatically when you talk to someone, and you can also add or import contacts directly.
What a contact holds
| Field | Description |
|---|---|
| Name & phone | Identity (required). |
| Optional email address. | |
| Company & location | Optional firmographic details. |
| Owner | The agent or rep responsible for the relationship. |
| Tags / labels | Free-form labels for segmentation. |
| Lifecycle | Funnel stage: lead, active, customer, vip, churned. |
| Lifetime value | A free-text value field (for example ₹12,000). |
| Notes | Internal private notes. |
| Activity | Last contacted time and conversation count. |
Finding contacts
Search contacts by name, email, or phone, and filter by lifecycle stage. The list is sorted by most recently contacted by default, so the people you’re actively working with stay near the top.
Contacts and the inbox
When a new conversation starts, Loopwave links it to a contact (creating one from the phone number if needed). That means the context you add — labels, notes, lifecycle — is right there the next time that person messages.
Number masking applies to contacts too. If masking is on, agents see masked phone numbers on contact records, while admins see full numbers.
Permissions
- Agents can create, edit, label, and note contacts.
- Only admins can delete a contact.