Managing Contacts

Find any contact, review their full history, make edits, and keep your list organized across campaigns.

Overview

The Contacts page is your central view of every prospect in your account. From here you can locate specific contacts, review what happened on past calls and texts, update their information, and manage which campaigns they belong to.

Volume Reach automatically logs every interaction against a contact's record, so you always have a complete picture of where a lead stands without digging through campaign reports separately.

How It Works

Searching and Filtering

At the top of the Contacts page, a search bar lets you find contacts by name, phone number, or email address. Results update as you type.

For more targeted lookups, use the filter options to narrow by:

Campaign — show only contacts assigned to a specific campaign.
Outcome — filter by the result of the last interaction, such as interested, not interested, no answer, or voicemail.
Date added — find contacts imported within a specific time range.
Custom fields — filter by values in any custom field you have set up.

Filters can be combined. For example, you can find all contacts in a particular campaign who were marked as interested in the last 30 days.

Viewing a Contact's Details

Click any contact in the list to open their detail view. This page shows everything Volume Reach knows about that contact:

Contact information — name, phone number, email, address, and any custom fields.
Call history — a log of every call made to this contact, including the date, duration, campaign it was placed from, and the outcome recorded by the AI agent.
SMS history — all text messages sent to or received from this contact, with timestamps and campaign context.
Notes — any notes attached to the contact, either added manually or captured automatically from a conversation.
Campaigns — the campaigns this contact is in. Click one to open it, or use Add to campaign to put them in another.

Editing a Contact

From the contact detail view, click Edit to update any field — name, phone number, email, address, or custom fields. Changes take effect immediately and apply across all campaigns the contact is part of.

If you need to update a phone number, note that the new number becomes the primary contact point for all future outreach.

Adding a Contact to a Campaign

To put one contact into a campaign you already have, open the contact's detail view and choose Actions, then Add to campaign. You can also use Add to campaign in the Campaigns card. Pick the campaign, read the note under it, and confirm. You can also start from a campaign: open it and click Add contact (on an empty campaign, Add a contact) to search for someone by name, street, or full phone number and add them there.

Adding a contact puts them on the campaign's list. It does not text or call them right away. They are in line for the next text the campaign sends or the next time it dials, including any texts already queued for later. Anyone who opted out or is marked Do Not Contact is still skipped. If you add someone by mistake, choose Undo in the confirmation message. It stays for about 10 seconds; after that, remove them from the campaign as described below.

Completed and archived campaigns are not listed, because nothing would reach a contact added to them. Reactivate the campaign first.

Removing a Contact from a Campaign

To stop a contact from being contacted within a specific campaign without deleting them from your account, open the campaign, tick the contact in its list, and click Remove from Campaign. The contact remains in your database and in any other campaigns they belong to.

Bulk Actions

When you need to take action on multiple contacts at once, use the checkboxes in the contact list to select rows. The bulk action menu then lets you:

Add to campaign — assign all selected contacts to a campaign.
Remove from campaign — remove all selected contacts from a specific campaign.
Delete — permanently remove the selected contacts from your account. This cannot be undone, and all interaction history for those contacts is also deleted.

Use bulk delete with care. If you simply want to stop calling a group of contacts, removing them from a campaign is usually the better choice.

Tips & Best Practices

Use filters before bulk actions. Before bulk-removing or deleting contacts, apply filters to confirm you have selected exactly the right group.
Review outcome filters regularly. Contacts marked as "interested" or "callback requested" deserve prompt follow-up. Filtering by these outcomes gives you a quick action list.
Do not delete contacts with valuable history. If a contact has a meaningful call history you may want to reference later, remove them from active campaigns rather than deleting the record.
Update contact info when leads correct their details. If a prospect gives you a different phone number or email during a call, update the record right away so future outreach reaches them correctly.
Custom field filters work best with consistent values. If your team enters custom field data in varying formats (e.g., "yes", "Yes", "YES"), filtering on that field becomes unreliable. Establish a standard format when you import.