Calls
Contacts

Contacts

Contacts in Aila help you track and understand the people behind your calls, with comprehensive conversation history and AI-powered insights.

What are Contacts?

Contacts represent the individuals or companies you communicate with via phone calls. Aila automatically creates and enriches contact records as calls are processed, building a complete view of each relationship.

Automatic Contact Creation

How Contacts are Created

Contacts are automatically created when:

  1. Caller ID information is available from phone system
  2. CRM sync imports contact from GoHighLevel or HubSpot
  3. Manual upload includes caller name
  4. Calendar integration identifies meeting participants
  5. Browser extension captures participant information

Contact Matching

Aila intelligently matches calls to existing contacts:

  • Phone number - Primary matching method
  • Email address - For meeting recordings
  • Name matching - Fuzzy matching for similar names
  • Company name - For business contacts

Contact Details Page

Overview Section

Each contact shows:

  • Contact Name - Full name or company
  • Phone Number - Primary contact number
  • Email Address - If available
  • Total Calls - Number of conversations
  • First Contact - Date of first call
  • Last Contact - Most recent interaction
  • Average Quality Score - Across all calls
  • CRM Link - Direct link to CRM record (if integrated)

Call History

View complete conversation history:

  • Chronological list of all calls
  • Call summaries for quick review
  • Quality scores for each call
  • Quick playback directly from contact page
  • Filter calls by date, quality, or tags

Contact Timeline

Visual timeline showing:

  • All call interactions
  • Key moments and milestones
  • Quality score trends
  • Relationship progression
  • Important dates and events

Ask Aila About Contacts

The Ask Aila feature provides AI-powered insights about any contact.

How to Use Ask Aila

  1. Navigate to any contact's detail page
  2. Click Ask Aila button
  3. Type your question about the contact
  4. Get instant AI-powered answers

What You Can Ask

Relationship Questions:

  • "What pain points has this contact mentioned?"
  • "What are their main objections?"
  • "What's their budget range?"
  • "What features are they most interested in?"

History Questions:

  • "Summarize all calls with this contact"
  • "What promises were made to them?"
  • "What follow-up actions are needed?"
  • "When should I contact them again?"

Analysis Questions:

  • "What's their buying intent?"
  • "How engaged are they?"
  • "What concerns do they have?"
  • "What's the best approach for the next call?"

Ask Aila Features

  • Streaming responses - Real-time answer generation
  • Source citations - References specific calls and timestamps
  • Conversation history - Previous questions saved for context
  • Multi-call analysis - Analyzes entire conversation history
  • Export conversations - Save insights for future reference

Contact Intelligence

AI-Extracted Information

Aila automatically extracts and displays:

Contact Details:

  • Company name
  • Job title
  • Industry
  • Location

Engagement Metrics:

  • Total talk time
  • Number of calls
  • Average call duration
  • Engagement level

Business Information:

  • Budget discussed
  • Timeline mentioned
  • Decision-maker status
  • Purchase intent

Preferences:

  • Communication style
  • Best time to call
  • Preferred topics
  • Pain points

Quality Insights

View contact-specific quality metrics:

  • Average quality score across all calls
  • Compliance tracking for regulated industries
  • Conversation quality trends over time
  • Best performing calls with this contact

Managing Contacts

Editing Contact Information

Update contact details:

  1. Open contact page
  2. Click Edit button
  3. Update name, phone, email, or other fields
  4. Save changes
  5. Updates sync to CRM if integrated

Merging Duplicate Contacts

If duplicate contacts are created:

  1. Navigate to first contact
  2. Click Merge Contacts
  3. Select duplicate contact
  4. Review merge preview
  5. Confirm merge
  6. All calls consolidated under one contact

Adding Custom Notes

Add persistent notes to contacts:

  1. Open contact page
  2. Click Add Note
  3. Type your note
  4. Notes visible to all team members
  5. Searchable in contact search

Contact Filtering and Search

Finding Contacts

Use powerful search to find contacts:

  • Search by name - Full or partial name matching
  • Search by company - Company name search
  • Search by phone - Phone number lookup
  • Search by attributes - Custom field values

Contact Filters

Filter contacts by:

Activity:

  • Recently contacted (last 7/30/90 days)
  • Not contacted in X days
  • Frequent contacts (5+ calls)
  • New contacts

Quality:

  • High-quality interactions
  • Needs attention (low scores)
  • Improving relationships
  • Declining engagement

CRM Status:

  • Synced to CRM
  • Sync pending
  • Sync errors
  • Not in CRM

CRM Integration

Automatic Sync

When CRM is connected, Aila:

  1. Imports contacts from CRM
  2. Syncs call data to contact records
  3. Updates custom fields with AI-extracted data
  4. Links records bi-directionally

Contact Metadata Sync

Automatically sync to CRM:

  • Call summaries
  • Custom field values
  • Quality scores
  • Tags and notes
  • Next steps and action items

Bi-Directional Updates

Changes sync both ways:

  • From CRM to Aila - Contact updates reflect in Aila
  • From Aila to CRM - Call insights update CRM records
  • Conflict resolution - Configurable sync rules
  • Real-time sync - Updates within minutes

Contact Analytics

Contact Metrics

View performance metrics:

Engagement:

  • Total interactions
  • Average call frequency
  • Response rates
  • Engagement trends

Quality:

  • Average quality scores
  • Compliance rates
  • Satisfaction indicators
  • Issue resolution

Outcomes:

  • Conversion rates
  • Deal sizes
  • Sales cycle length
  • Win/loss ratios

Bulk Contact Actions

Select multiple contacts to:

  • Export - Download contact data
  • Tag - Add tags to multiple contacts
  • Assign - Reassign to different team members
  • Sync - Force CRM sync
  • Delete - Remove contacts and associated calls

Contact-Level Reporting

Generate reports for specific contacts:

  1. Select contact
  2. Click Generate Report
  3. Choose report type:
    • Full conversation history
    • Quality analysis
    • Relationship summary
    • Action items and follow-ups
  4. Export as PDF or share link

Best Practices

Contact Management

  • Review regularly - Check contact information accuracy
  • Add context notes - Document important relationship details
  • Use Ask Aila - Prepare for calls by reviewing insights
  • Monitor trends - Watch quality score changes
  • Set reminders - Follow up at appropriate intervals

Data Quality

  • Merge duplicates promptly - Keep data clean
  • Update information - Keep contact details current
  • Verify CRM sync - Ensure bidirectional updates work
  • Document relationships - Add notes about preferences and history

Effective Use of Contact Intelligence

  • Pre-call preparation - Review contact history before calls
  • Post-call updates - Add notes immediately after calls
  • Track commitments - Document promises and next steps
  • Analyze patterns - Identify successful approaches
  • Share insights - Use contact reports in team meetings

Troubleshooting

Contact Not Created

  • Check if caller ID was available
  • Verify CRM sync is working
  • Ensure phone number format is correct
  • Check contact matching rules

Duplicate Contacts

  • Use merge contacts feature
  • Review matching rules
  • Check phone number variations
  • Consolidate CRM records first

Missing Call History

  • Verify date range filter
  • Check if calls were reassigned
  • Ensure contact wasn't merged
  • Review deleted calls

CRM Sync Issues

  • Verify CRM connection active
  • Check OAuth token validity
  • Review sync error logs
  • Test manual sync

Next Steps

Call LibraryCall Quality