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Each contact in the HoopAI Platform has a dedicated record that brings together all of their information, interactions, and activity in one place. From the contact details view, you can manage communication channels, schedule appointments, handle payments, assign tasks, and track the contact’s full history.

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Opening a contact record

Navigate to Contacts > Smart Lists and click a contact’s name to open their record.
Contact record overview
Contact details layout with left and right panels

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Contact header

The top of every contact record displays:
  • Contact name — shown in the upper left for quick confirmation
  • Navigation arrows — click to cycle through contacts in the current list without returning to Smart Lists
  • Owner and followers — assign team members so they are notified when interactions occur
  • Tags — add or remove tags directly from the header
Contact header area

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Contact tabs

The left panel of a contact record contains several tabs.
The default tab. Displays the contact’s name, email addresses, phone numbers, tags, active opportunities, and enrolled workflows.
Contact Info tab
Enter additional contact information such as business name, address, and website.
General Info tab
Displays all custom fields associated with the contact. Custom fields are created in Settings and can be added to forms and surveys.
Additional Info tab
Click Audit Logs to view a full activity history for the contact.
Audit Logs

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Do Not Disturb (DND)

DND removes a contact from one or all communication channels. You can set DND per channel — SMS, Calls, Email, Facebook, GMB, and WhatsApp — once each channel is integrated.

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Actions panel

Below the tabs, the Actions panel provides quick access to opportunities, workflows, and client portal management.
Create new opportunities or view existing ones linked to the contact. Click Add to link the contact to an existing opportunity.
  • Active — shows all running automations the contact is enrolled in; use this tab to add the contact to a new automation
  • Past — shows all completed or stopped automations for historical context
  • Course Offers — view subscribed offers; grant or revoke access using the dropdown or the x button
  • Community Groups — assign the contact to available community groups or course offerings

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Information panel (right side)

The right panel contains tabs for managing different aspects of the contact.
Right-side information panel
Contact information with multiple phone numbers

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Activity tab

View a complete timeline of the contact’s interactions, including website visits, form submissions, calls, emails, and purchases.
Activity timeline

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Contact attribution

Within the Activity tab, attribution shows where a contact first and most recently interacted with your business:
  • First Interaction — the original source; remains constant unless contact data is reset
  • Latest Interaction — updates with each new interaction
Click either attribution source to see detailed UTM data. Session sources include: CRM UI, Paid Search, Paid Social, Direct Traffic, Organic Search, Social Media, Referrals, and Others (SMS, email, third-party integrations).
To capture attribution accurately, ensure UTM parameters are correctly set up in your Google Ads and Facebook Ads configurations. Avoid adding custom UTM parameters not specified in the setup guide.

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Associations tab

View and manage the relationships between the contact and other contacts, opportunities, companies, and custom objects.
1

View existing associations

Open the Associations tab on the right panel. Existing linked objects are shown as cards.
2

Add a new association

Click + Add and choose:
  • Create New — opens a modal to create a new contact, opportunity, or custom object
  • Add Existing — link an already existing object
Select the appropriate association label from the dropdown. Up to 10 association labels can be applied between two contacts.
3

Manage associations

Click Manage Associations to open the Association Settings page, where you can update labels, adjust linked objects, and configure additional options.

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Tasks tab

Create and manage tasks associated with the contact. Each task requires a title, due date, and an assigned user. Use the filter and search controls at the top to organize tasks. Click + Add to create a new task.

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Notes tab

Record additional information about the contact. Each note includes a timestamp and can be edited later.
  • Click + Add to create a note
  • Use the search bar to find specific notes
  • Sort notes to quickly locate relevant entries

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Appointments tab

View, schedule, and manage appointments for the contact. Toggle between New and Previous appointments, or use the search bar to find a specific booking.

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Scheduling an appointment

1

Open the Appointments tab

In the contact record, click the Calendar icon or navigate to the Appointments tab on the right panel. Click + Add.
2

Choose appointment type

Select Meetings or Services.
3

Fill in appointment details

Configure the following:
  • Calendar — choose which calendar to book on
  • Title and description — leave blank to use the calendar’s default
  • Team member — select a specific user, or let the calendar assign one automatically
  • Attendees — add other contacts as guests
  • Time zone — ensure correct scheduling across time zones
  • Date and time slot — unavailable times are automatically hidden
  • Meeting location — specify a location or use the calendar’s default
  • Status — set as confirmed or unconfirmed
4

Book the appointment

Click Book Appointment to add it to the schedule.

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Editing an appointment

Click the three-dot icon on an appointment card, then click the pencil icon to open the full edit view.

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Canceling an appointment

Click the three-dot icon on the appointment card, then select Cancel. Confirm in the popup. The status changes to Cancelled and any workflows triggered by appointment cancellation will start.

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Documents tab

Access all documents associated with the contact, organized into three categories:
Documents stored within the CRM on the contact details page. Documents added via custom file-upload fields appear here in the Custom Fields folder.
Internal documents
All documents you have sent to the contact, including contracts and proposals.
Sent documents list
Documents submitted by the contact through forms and surveys. Use the Document icon, select Received, then choose Form or Survey to view submissions.
Adding documents: Click + Add to upload up to 10 files simultaneously. Supported types include PDF, Word, PowerPoint, CSV, and common image formats, up to 250 MB each.

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Payments tab

Manage all payment-related activity for the contact, including manual charges, subscriptions, invoices, and stored payment cards.
Add a credit or debit card for easy checkout, fees, and subscription payments.
Apply an immediate charge directly from the contact record. Navigate to the Payments tab, click Charge Now from the Actions dropdown, enter the amount and a description, select or add a payment method, and click Confirm & Charge.
If a saved card fails, attempt a different saved card or contact the customer to update their payment details.
Select Create Subscription from the Actions dropdown. Set the Bill Start Date, select recurring products, and choose the payment method. Click Schedule to activate.
Select Create Invoice from the Actions dropdown. This opens the Invoice builder with the contact’s details pre-filled. Add items, discounts, and taxes, then click Send and choose a messaging channel to deliver the invoice.
View all stored cards showing the last four digits, expiration date, and label. Click the trash icon to delete a card.

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Contact profile picture

Each contact can have a profile picture displayed on their record, in conversation threads, and on opportunity cards.

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Uploading a profile picture

  1. Open the contact record
  2. Click the avatar/photo area at the top of the contact header
  3. Upload an image from your computer or select one from the Media Library
  4. The image is cropped to a circle and saved immediately

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Auto-fetching from social profiles

When a contact is created via a social integration (Facebook Lead Ads, Instagram DM, WhatsApp), the platform automatically pulls their social profile picture if available. This happens during:
  • Facebook Messenger conversations
  • Instagram DM conversations
  • WhatsApp message threads
The auto-fetched image can be replaced manually at any time by uploading a new one.
Auto-fetched profile pictures depend on the social platform making the image available via their API. If a contact has a private social profile, the image may not be retrieved.

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Managing multiple phone numbers

Each contact supports up to 11 phone numbers (1 primary + 10 additional).
1

Add a phone number

In the Contact section of the contact record, click + Add, then select Phone. Enter the number and click Save.
2

Set the primary number

Click the radio button next to the number you want to designate as primary.
3

Add labels

Choose a label (Home, Landline, Mobile, Work) from the dropdown. Each label can only be applied to one number per contact.
4

Delete a number

Click the trash icon next to the number to remove it. The primary number cannot be deleted until another number is set as default.

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Managing multiple email addresses

Each contact supports up to 11 email addresses (1 primary + 10 additional).
1

Add an email address

In the Contact section, click the + icon next to the primary email. Enter the address and click outside the field to save it.
2

Set the primary email

Click the circle next to the email address you want as primary. The primary email is used automatically for all contact actions.
3

Choose which email to send to

When composing a message, select the recipient address from the To dropdown. The primary email is pre-selected.

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Managing followers

Followers have owner-level permissions to manage and edit contact data collaboratively.
1

Enable restricted data visibility

Go to Settings > My Staff, then edit the relevant team member. Enable Restrict data visibility to only assigned data in their user permissions.
2

Add followers to a contact

Open the contact record. In the upper panel, click the people icon next to Followers. Select up to 10 users from the dropdown.
Follower contacts are only visible when the “Only Assigned Data” setting is turned on. If followers cannot see the contact, verify that this setting is enabled for their user profile.
Last modified on March 22, 2026