Contacts

Contacts are individuals (typically outside your organisation) who interact with your staff but are not themselves recorded on the platform.

Renamed from "External"

As of Focus version 2026.5.1, the External section was renamed to Contacts. Functionality is unchanged — we made the change because "External" was confusing: some non-recorded people (anything other than a subscriber) aren't actually external to the organisation, and Contacts felt like a cleaner, more accurate name.

Viewing and editing contact profiles

Click on a contact profile to view detailed information:

• Profile Information: Update contact details, affiliation, and primary points of contact.
• Communication History: Quickly access and review historical interactions with this contact, including call recordings and transcripts.
• Tags and Metadata: Apply tags and notes to categorize and describe contacts for improved filtering and search.

Adding contacts

To create a new contact:

• Click Add Person.
• Select Contact.
• Provide required details such as full name, company affiliation, and primary contact details.
• Optionally, assign relevant tags for easy categorization.
• Save to add the contact to the database.

Multi-actions

Perform bulk actions across multiple contacts:

1. Select multiple contacts from the grid by checking their respective checkboxes.
2. Click the Multi-actions button.
3. Choose actions such as bulk tagging, bulk metadata updates, or bulk deletion.

Grid customisation

Customise the grid for optimal visibility and usability:

• Hide columns: Click the eye icon on column headers to hide irrelevant columns.
• Reorder columns: Drag and drop columns to rearrange their display order.
• Resize columns: Adjust column widths dynamically by dragging column borders.