Contacts

Foan keeps a contacts table per workspace. Every inbound caller is matched against it on number, and the matched row is handed to the agent at call-start.

Open /dashboard → Contacts to see the table.

How contacts get added

Three ways:

• Automatically from inbound calls. When a new number rings in, Foan creates a contact row, captures the name the agent collected, and stores any details mentioned on the call.
• Imported from a CRM. Connect HubSpot, Salesforce, or Pipedrive and Foan reads the contact list as the source of truth.
• Bulk upload. Paste a CSV in the dashboard. Required column: phone. Optional: name, email, notes, tags.

What the agent does with them

When a known number rings in:

1. The agent gets the contact's name and any tags before the call connects.
2. The greeting can address them: "Hi Alex, welcome back — what can I do for you?"
3. The full notes field is read into context so the agent knows the relationship history.

When an unknown number rings in:

1. The agent treats them as a stranger.
2. Name + email collected during the call create a new contact at hangup.
3. The summary writes back to the new row.

Tags + segmentation

Tags are free-text labels you assign to a contact (vip, lapsed, complaint, anything). They're useful for:

• Outbound campaigns — pick "all lapsed contacts in the last 90 days" as the audience.
• Routing — the agent reads tags and adjusts tone (e.g. extra-careful with vip).
• Filtering — see "everyone tagged complaint this month" in Call history.

Privacy + compliance

Contacts are workspace-scoped — no cross-workspace leakage. You're the controller; Foan is a processor. Delete a contact and we cascade-delete their call records on request.

For outbound campaigns, the contacts table feeds the frequency cap and the workspace-wide opt-out list. Once a number opts out, Foan never dials it again across any campaign in your workspace.

Common questions

Can the agent edit the contact during a call? Yes — name, email, and notes are written back at hangup based on what was said.

What about GDPR subject access requests? Export from /dashboard/contacts → menu → Export. Includes all calls, transcripts, and notes for that contact.

Can I deduplicate? Foan dedups on phone number. If two CRMs both push the same number, we keep one row and merge fields.