Overview
The Platform page heading is Contact. Contact Detail is the selected-client record for one prospect. Review identity, company, status, campaign, activity, meeting, Discovery, recording, and email-quality information. The Email badge uses current validation evidence. Employee users can manage supported outreach statuses and meeting details. Call can open an exact same-day redial when the signed-in user already placed a provider-backed outbound call to this contact today in the active campaign. That path bypasses only the ordinary recycle and same-day repeat rules, while status, archive, phone, blocklist, and per-contact dial limits still apply. Saved booking history supports eligible meeting follow-up calls after later status changes using the contact's own active, paused, completed or archived campaign history. Each selected booked contact must pass the current follow-up checks. Client members see status as read-only unless their exact user and selected client have an active meeting-outcome grant. The Notes section distinguishes a temporary load failure from an empty history and provides Retry without hiding the note composer. Imported call evidence with no saved source result is labeled Legacy (no disposition) instead of being presented as a real no-answer or unknown outcome. Activity also combines exact-contact sent mailbox activity with campaign email history inside the selected client. A synchronized email recorded in both sources appears once. Manual email edits accept one practical email address or a blank value. A malformed, concatenated, or whitespace-separated entry is rejected, the stored address stays unchanged, and Contact Detail shows the exact save error. A manual contact email that reaches an uncertain provider timeout shows a delivery-unconfirmed warning so the user can check Sent Mail before retrying. Outreach channels shows separate Emails and Calls settings (Emails only in a Self-serve workspace, where calling fields, the Calls stat, the Calls activity filter and call entries are hidden). Staff can change them. Self-serve team members can change Emails; managed client members can view both. Turning one off leaves the other unchanged. Existing unsubscribe, blacklist, and calling restrictions still apply when a channel is on. Client user types can further limit contact actions for the selected client. The default client SDR type permits supported disposition and note requests and manual email, but does not grant every contact edit or replace the existing visible status and meeting-outcome rules.
How to use this page
Recognize the assigned-contact workflow view
On the enabled task-workflow client, BDRs receive an Assigned contact view instead of the general management page described below. Contact details offers Call contact and, when email permission is available, Email contact. My notes, My calls, My emails and My mailbox activity show your permitted work. Recordings and other BDRs' history are unavailable. Update status offers only permitted non-meeting changes and requires confirmation; meeting dates, closed outcomes and suppression can prevent changes. General bulk and management controls below do not apply to this view.
Open and review a contact
Open a contact from Contacts. Review identity, company, status, campaign membership, outreach statistics, activity, any existing meeting, recording links, and the Email quality badge. In Company Information, Hotel Location ID identifies one hotel property. Use the same ID for repeat records of that property. A booked hotel keeps its ID, and an existing ID cannot simply be cleared; review the booking before trying to change its property.
Choose email-only or call-only outreach
In Outreach channels, staff can switch Emails and Calls independently. For call-only outreach, turn Emails off and leave Calls on. For email-only outreach, turn Calls off and leave Emails on. Wait for the saved On or Off state and the Emails or Calls turned on or off message before continuing. In a Self-serve workspace, Outreach channels shows only Emails, and your team can switch it on or off for the contact. Managed client members can view these settings but cannot change them.
Read the Email quality badge
Check the badge beside Email. A current validator result can show Valid, Catch-all, Role address, Unknown, Invalid, Disposable, or Spam trap. Missing, expired, or unrecognized validation shows Unverified. Undeliverable means delivery failed and future sends are blocked. Hover the badge for the explanation and, when available, the last checked date.
Edit one valid email address
Select the Email field, enter one address, then use Save or press Enter. SalesHive trims and lowercases a valid address. A malformed value, text containing two addresses, or a whitespace-separated address is rejected with Enter one valid email address or leave it blank, and the stored email stays unchanged. Clear the field and save to remove the address. If another contact in this client already has the address, the message names that person and company and says whether the contact is active, archived or in Trash, which Contacts searches do not show. For staff who can merge, Merge contact opens with the address filled in only when that other contact is active. A contact in Trash shows an In Trash label beside its name.
Review or edit Discovery
In Contact Information, select Discovery to edit the contact's sales discovery text. Save the field when finished. Use the separate Notes area for the ongoing notes thread.
Load, retry, and save Notes
Open Notes for the ongoing contact thread. Loading notes appears while SalesHive reads the history. If the read fails, the section says Could not load notes. Try again and shows Retry instead of incorrectly showing an empty history. Select Retry to read the thread again. A note save failure remains a separate message beneath the composer. If a note save is unconfirmed, keep the page open and choose Retry original note before saving another note. That retries the original text, while newer text remains in the editor. Expand Original note awaiting confirmation to compare it. Once confirmed, review and save newer text separately if needed. Do not assume an unsaved note survives closing or refreshing the browser.
Set the next Asked for Info date
When the contact status is Asked for Info and the field is editable for your role, select Next Follow-Up in Contact Information and choose the intended calendar day. Contact Detail displays and saves that exact day, including older date-only values, and the same date appears in Follow-ups, Inbox, SDR Hub, and exports.
Use the status control for your access
Employees can use the header Status menu for supported non-booking status changes. A client member normally sees a read-only status. If that exact user has an active meeting-outcome grant and the contact is currently Meeting Set, the header instead shows Update outcome with Meeting Held, Meeting Not Held - Reschedule, and Meeting Not Held - Rep Is Rescheduling. After an outcome is saved, the status becomes read-only.
Start a complete Meeting Set booking
Employees, and client team leads on the enabled task-workflow client, can choose Log a meeting to open a local draft. Enter the meeting date, time and timezone, an active meeting owner with an email address, and a Booked Date of today or earlier. Review the attribution and other details (team leads must choose an active member of their own team in Originally Set By), then select Save meeting. Filling fields alone books nothing. Wait for Meeting saved. Cancel discards only the booking draft. If saving fails, the draft stays open; after an interrupted connection, reload the contact and check the saved booking before retrying.
Call or email the contact
Check Outreach channels first. Calls must be on to call this contact, including retries and booked follow-ups. Emails must be on to use Email or other manual platform sends. Use Call when an eligible campaign or explicit follow-up path is available. If you already placed a provider-backed outbound call to this contact today in the active campaign, Call opens an exact Re-dial Today queue for this contact. SalesHive verifies that the selected contact belongs to your own called-today set before opening the queue. The path bypasses the ordinary recycle and same-day repeat rules only; status, archive, phone, blocklist, and per-contact dial limits still apply. Saved booking history can support eligible later-status follow-up calls using the contact's own active, paused, completed or archived campaign history. Inactive campaigns remain limited to eligible explicitly selected follow-up work. Call keeps the contact's client selected. When Call is unavailable, read the reason beneath the header. Use Email when the contact has an address and your role has an available sender. If a manual email says delivery was not confirmed, check the selected sending mailbox in Sent Mail before trying again. The provider may have accepted the message before the timeout. An Email link can open Contact Detail with one pre-addressed compose window already open. Check the recipient and sender before writing. Opening it does not generate or send a message. Close (X) keeps what you wrote as a draft, but a window holding only the contact's address saves nothing; Discard deletes the draft. Full screen in the window header gives more room; Escape or clicking outside returns it to its docked size. If Emails is off, the address is missing, or no active sender is available, read the warning and resolve that requirement before trying Email again.
Review a booked confirmation before calling
An explicitly selected booked-meeting follow-up can use the contact's own active, paused, completed or archived campaign enrollment history. A saved booking date or supported booked-meeting status is required for every selected contact. This does not reactivate the campaign or open its ordinary queue. Every selected contact must qualify. Other follow-up paths keep their existing campaign eligibility rules. A client-wide outreach pause, Calls off, missing phone, assignment restrictions, DNC and calling-hour checks can still prevent the call. SalesHive rechecks eligibility when opening the session and before dialing. Call opens the exact contact and preserves its client context. If no eligible enrollment exists, ask your manager to review it before calling.
Review activity and recordings
Use the Activity filters (All, Emails, Calls, Inbox, Meetings, History) and source-record links for calls and emails. Self-serve workspaces have no Calls filter, and call entries are left out of the timeline. Sent campaign emails keep their source links, while sent mailbox activity linked to this exact contact appears under Inbox, including one-off, responder, and meeting-related messages. A synchronized send recorded in both the outreach log and mailbox appears once. Imported old-platform calls remain visible as history. A source record with no saved result is labeled Legacy (no disposition), while an unmatched legacy result is labeled Legacy (other); neither is treated as a current CRM dial outcome. Employee views can show a safely matched Recorded meeting entry. Open recording uses the saved meeting recording or the matched booking-call recording link when available. When recorded for an enabled follow-up, Activity shows SDR email reply sent with sender attribution and time. This is reply history, not proof that the follow-up is complete.
Resolve missing referral contact details
Internal users see Needs contact info on an active referral with no saved email or phone number. The label adds (unassigned) when the client has no assigned strategist. Open the contact, research the missing details and save an email or phone using the existing editing controls. Adding either clears the label; it does not establish validity, consent or calling eligibility. Archived, trashed and erased contacts are excluded. Client viewers do not see this label.
Call or email an assigned contact on the enabled client
Restricted SDR contact pages offer Call contact, which opens Manual Dialer with the owned contact selected, and Email contact when email permission is available. Opening either places no call and sends no email. Email requires a saved address and an active sender assigned to you. In this client, contact email and post-call email must use the contact owner's assigned mailbox, falling back to campaign ownership only when no explicit owner exists. Connect the assigned mailbox in Email Accounts if none is ready; a platform login address is not a connected sender.
Check original booking and reschedule attribution
In meeting details, Originally Set By identifies the original booking attribution. Last Rescheduled By is read-only evidence from the latest recorded reschedule call, with its timestamp in the displayed meeting timezone. Not recorded means that evidence is unavailable. Select View reschedule history to open the Meetings activity filter. Reschedules also appear under All and Calls; Meetings includes up to 50 of the latest recorded reschedule calls. Self-serve workspaces do not show Last Rescheduled By.
Review a contact email template
Open Email from this contact and choose an available template. Wait for Filling in template... to finish, then review the filled subject, body, sender, To, Cc and attachments. Meeting templates require a saved meeting date and active email-capable owner. Hand-off goes to the meeting owner and cannot include the prospect; Confirmation goes to the prospect. An active meeting owner can receive these emails even when the client's own blocklist lists their address or domain; SalesHive-wide blocks, unsubscribes and bounces still apply. The primary recipient is fixed from the saved contact. Remove unwanted template attachments before selecting Send. Switching away from Hand-off clears manually attached files so a recording cannot follow it into prospect email. If the booking, sender or template changes, select the template again and review the fresh draft. Saving a booking does not send these messages.
Review a duplicate contact before merging
Internal Admins, Executives, Onboarding Managers, SDR Managers and Strategist roles can select Merge contact on clients they can access. Find the duplicate within this client and verify it is the same person. Select the main contact to retain, using Switch main contact if needed. Review differing fields, history and outreach restrictions. Resolve here lists supported conflict choices. Read each choice carefully: pausing a campaign affects all its contacts. Choices take effect only with the confirmed merge. Select Review merge after changing choices, review Checks to complete, then confirm the same-person checkbox and Merge contacts. The main record keeps its meeting, status and ownership. Supported history transfers, including CRM deal links and open or completed CRM follow-ups. Follow-up owners, due dates and completion history stay intact. Merging sends no email and creates no meeting. There is no automatic undo.
Review settings after a successful merge
Contacts merged shows the final email and any campaigns or reminders left off. Resume campaign explicitly restarts the entire listed campaign, including other contacts. Approve reminders for this email requires checking the final address and still follows the client's reminder settings. You may leave these settings off and choose Open merged contact. Review alone changes none of them.
Add and manage a contact follow-up
When you have Deals access for the selected client, choose Follow-ups in the page links. Enter a New follow-up title, Due date and active client team member as Owner, then select Add follow-up and wait for Follow-up saved. No deal is required. Use All owners or Assigned to me and the due-date filter to narrow this contact's list. Assigned to me uses your signed-in account, or the client person being viewed when SalesHive staff use View as client. Edit / reschedule loads a follow-up into the form; select Save changes to save it or Cancel to clear the form. Complete finishes it; choose Completed and Reopen to return it to the open list. Refresh reloads saved work. These actions also appear in the Deals page's Follow-ups list. For the follow-up selectors: Focus the selector and press Up or Down to open it. If a search field appears, type to narrow the choices, then press Up or Down to enter the options. Use Up/Down to move, Home/End to jump to the first/last option, and Enter or Space to choose. Escape closes only the menu without changing the value and returns focus to its button. Tab closes the menu and moves on.
Download this contact's follow-up history
When you have Deals access for this client, open Follow-ups, then Download CRM history. Choose Follow-ups (open and completed) or Follow-up change history, then select Download CSV. The file covers this contact's CRM follow-ups only, including completed actions regardless of owner or due-date filters. Times use UTC. Deal activity is not offered on the contact page.
Review this contact's deals
When you have Deals access for this client, the Deals section lists deals linked to this contact, including those where someone else is primary. Select a deal name to open it. Create deal starts a new opportunity; Link existing deal offers deals with no primary contact. To add this person to a deal already linked to someone else, open that deal and use Linked contacts. Unlink removes this person's association after confirmation and keeps both records. If this person is primary and others remain linked, open the deal and make another person primary first.
Record who referred an existing contact
Authorized internal staff can select Referred by beneath the contact name. In Find referrer, enter at least two characters of a name, email or company, then choose an existing contact from this client in Referrer. Add Referral notes explaining where and when the referral was given, then select Save referral and wait for Referral saved. This records the source as a referral while keeping the contact's status, campaign and owner. An Uncontacted or Attempting prospect can then appear in eligible Referral follow-up work. If saving is not confirmed, close and reopen the editor to check the latest record before trying again.
Review a PHU hold
If you are an SDR Manager, Admin or Executive with access to this contact, select Review PHU hold when shown. Only for a contact on the fixed historical review list, complete the joint review and check Reviewed with Corinne and the manager when shown. Other PHU holds need the eligible manager review without this checkbox. Enter a Reason for reopening of 5 to 500 characters, select Review reset, then read and confirm Reset PHU count. This clears the wait and starts the count at zero, excluding earlier calls covered by the reset while retaining their history. If PHU previously set No Interest, the contact returns to Attempting First Contact and campaign email may become eligible again. Existing blacklists and other calling rules still apply. If the contact or historical count changed, refresh before reviewing again.
What the buttons do
- Email quality badge
- Shows the current evidence-based email result. Undeliverable blocks future sends, while Unverified means there is no current recognized validation result.
- Email field
- Edits the saved contact address. It accepts one valid email or a blank value and leaves the prior address unchanged when the format is rejected.
- Discovery
- Edits dedicated sales discovery text for this contact.
- Status
- Lets employees change supported outreach statuses. It cannot create a new incomplete Meeting Set.
- Update outcome
- For an exactly granted client member, records one allowed outcome while the booked contact is still Meeting Set.
- Log a meeting
- For employees and client team leads on the enabled task-workflow client, opens a local booking draft that requires a date, time, and email-capable owner.
- Call
- Requires Calls on and an eligible campaign or explicit follow-up path. Keeps this contact's client selected. Booked calls use the contact's own active, paused, completed or archived campaign enrollment history, with current calling checks. Same-day redial retains its separate checks. An unavailable Call shows its reason beneath the header. Hidden in a Self-serve workspace, which emails contacts instead of calling them.
- Requires Emails on. Opens a pre-addressed compose window when a sender is available. If that window is already open or minimized, Email brings it forward instead of opening another. In a Self-serve workspace it is the main button, and when it is unavailable one line under the header says why: email is turned off on this contact (turn Emails on under Outreach channels), there is no email address, or no mailbox is connected (with an Open email accounts link). An unconfirmed provider timeout requires a Sent Mail check before retrying.
- Open recording
- Opens a saved meeting recording or a safely matched Recorded meeting entry in Activity.
- Next Follow-Up
- Edits the contact next step. Asked for Info contacts keep the exact selected calendar day across follow-up views.
- Retry
- Reads the contact notes thread again after a temporary load failure.
- Activity filters
- All, Emails, Calls, Inbox, Meetings and History narrow the merged contact timeline. Inbox includes valid sent and received mailbox activity linked to this exact contact, while synchronized duplicate sends appear once. Self-serve workspaces do not show Calls.
- Emails
- Switch for automated and manual platform email to this contact. Staff can change it, and so can Self-serve team members; managed client members see it read-only. Off retains pending cadence content while preventing sends. On restores eligibility under the existing sequence rules, and unsubscribes and the blocklist still apply.
- Calls
- Staff switch for contact-based outbound calling, including campaign and manual dialing, retries, and booked follow-ups. Off does not blacklist the phone number or disable inbound calls. Not shown in a Self-serve workspace.
- Save meeting
- Explicitly saves the complete new booking after review. Wait for confirmed success before treating it as booked.
- Merge contact / Review merge / Switch main contact
- Opens duplicate review, checks changed choices, or switches the retained record. Final merging requires same-person confirmation.
- Resume campaign / Approve reminders for this email
- Optional post-merge actions. Resuming affects the whole campaign; reminder approval follows the client's settings.
- Deals / Unlink
- Deal names open the deal page. Unlink removes only this contact's association. A primary contact with other linked people must be replaced as primary on the deal before unlinking.
- Referred by / Save referral
- Referred by opens Referral attribution for authorized internal contact-maintenance staff. Select a different existing contact from the same client and enter 3 to 2,000 characters of referral notes. Save referral records the attribution and its change history without calling, sending email or changing ownership.
- Follow-ups: Add follow-up / Edit / reschedule / Complete / Reopen
- Tracks a contact action with a title, calendar due date and active client owner. Requires Deals access. Completed shows finished actions; Refresh reloads the list.
- Download CRM history / Download CSV
- Opens the history type selector and downloads a CSV for this contact's CRM follow-ups. Preparing CSV... disables repeat clicks while the file is being prepared. Screen filters do not narrow it.
- Hotel Location ID
- Editable property identifier in Company Information. Keep the same ID for the same hotel. Saved booking history prevents changing it, and an existing ID cannot be removed.
- Review PHU hold / Review reset / Reset PHU count
- Eligible internal managers reset the PHU hold on Contact Detail with a reason and confirmation. The joint-review checkbox is required only for contacts on the fixed historical review list. The Dialer has no reset control.