How contacts are created

Contacts in Distance can be created automatically, manually, or via import.

Automatic creation

Contacts are generated when customers interact with your business through:

• Live chat

• SMS

• Voice calls

• Social channels (Facebook or Instagram)

Each contact includes:

• Name

• Phone number

• Conversation history

• Tags

AI Voice-specific settings:

• Caller ID: Uses the number (and label, if available) from the incoming call to create the contact’s name and phone number.

• AI Capture: Captures details from the caller, including how they introduce themselves, to create or update the contact name.

Using either Caller ID and AI Capture ensures accurate and consistent contact information.

Manual creation

To manually create a new contact:

1. Navigate to Contacts in the sidebar menu.

1. Click Create contact.

1. Fill in the customer’s information such as Name, Phone number, Email, and Social accounts.

1. Add tags to categorize contacts (e.g., Prospect, Client, Supplier).

1. Click Save to create the contact.

Importing contacts

You can import existing customer data to populate your Contacts list.

1. Go to Contacts and click Import.

1. Upload a CSV file (max size: 50MB) or sync from HubSpot or Jobber.

1. Tick the consent box and click Continue.

1. Map the imported fields as needed, including:

• Name

• Email

• Phone number

• Source

• Address, City, Province/State, Postal code/ZIP, Country

1. Click Continue to finish the import.

Your imported contacts will now appear in your Contacts list, ready for use.