Contact Directory

Managing contacts, relationships, tags, and intake workflows for your team.

The contact directory is where your team keeps track of people your hotline interacts with — callers, community members, partner organizations, or anyone else relevant to your work.

Creating a contact

Go to the Contacts page and click New Contact. Fill in whatever information you have — name, phone number, email, or notes. All contact details are encrypted before they are stored.

You do not need to fill in every field. Create contacts with as little or as much information as makes sense.

Searching and filtering

Use the search bar at the top of the contacts page to find contacts by name, phone number, or other details. You can also filter by tags to narrow results.

Tags

Tags help you organize contacts into categories that make sense for your work — for example, “repeat caller,” “partner agency,” or “Spanish-speaking.” Add tags when creating or editing a contact.

Relationships

You can link contacts to each other to show relationships. For example, you might link a caller to their caseworker or a family member. This helps your team understand the bigger picture when handling calls.

Auto-linking with calls

When a call comes in from a phone number that matches an existing contact, the system automatically links that call to the contact record. This gives staff instant context about who is calling.

For operators: team access controls

You control which teams can view and edit contacts. Go to Settings to configure:

• Which teams have access to the contact directory
• Whether staff can create new contacts or only view existing ones

For operators: intake workflows

Intake workflows let you define a structured process for adding new contacts. When enabled, staff follow a step-by-step form when creating contacts, ensuring consistent information is captured every time.