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Step 1
Understand a contact record
A contact combines identity, channel, tags, lead status, AI state, escalation state, and the latest conversation activity. The same customer context remains available when a teammate opens the thread.
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Step 2
Search and filter contacts
Search by name or phone number, then filter by tag or lead level. Use Hot for customers showing strong buying intent, Warm for active consideration, and Cold for low or unclear intent.
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Step 3
Build a daily priority queue
Start with open escalations and hot leads, then work warm conversations with recent activity. Review cold contacts only when a compliant follow-up or new offer is relevant.