Contacts

What a contact is

A contact is the person or organization you are communicating with. The contact record keeps identity, ownership, practice area, messages, meetings, notes, tasks, matters, and attribution history together.

Create one contact manually

1. Open Contacts.
2. Click Add Contact.
3. Enter the contact's Phone. A phone number is required for manual creation.
4. Add any available personal information:
   • First name
   • Last name
   • Email
5. Add optional case and business information:
   • Practice Area — the broad area or selected sub-practice area that best describes the inquiry
   • Assigned To — the team member who owns the relationship
   • Company
   • Notes
6. Click Create Contact.

If the phone number already belongs to a contact, Superpractice stops the duplicate and offers Open Existing Contact. Choose Keep Editing if the number needs to be corrected.

Import contacts from a CSV

Use the importer when you already have a spreadsheet or an export from another system.

1. Open Contacts.
2. Click Upload CSV.
3. Upload a .csv or .tsv file up to 10 MB. You can also download the template from the upload window.
4. On Map Columns, confirm which Superpractice field each source column should populate. Superpractice tries to recognize common column names automatically.
5. Map a Phone column. It is required for the import.
6. Review validation warnings:
   • Phone numbers with fewer than 10 digits are skipped.
   • If the file repeats a phone number, only the last row for that number is imported.
   • Invalid email values are ignored while the rest of the row imports.
   • Dates that cannot be parsed are left blank.
7. Click Continue and review the import summary.
8. Choose how to handle contacts matched by email:
   • Update existing updates the matching contact.
   • Skip duplicates leaves the existing contact unchanged.
9. If appropriate, set one source and medium for the whole import. Leave the override off when the CSV already contains accurate attribution fields.
10. Click Import Contacts.

Other ways contacts are created

Contacts can also arrive without manual entry:

• Connected integrations can sync contacts from systems such as HubSpot, GoHighLevel, CallRail, and Meta lead forms.
• Contact webhooks can create contacts from forms, CRMs, and automation tools. See Contact webhooks.
• AI calls can create contacts automatically when Settings > General > Auto-create contacts from calls is enabled.
• A text to your firm's number from a number Superpractice does not know creates a contact. It counts as a lead, with Phone as its first touch, the same as a first call. Contacts you already have keep their first touch.
• Calendar meetings can create contacts for outside guests. See Calendar.

Before enabling an automatic source, run one test record and confirm its name, phone, email, practice area, and attribution on the contact record.

Find and filter contacts

The Contacts page gives you several ways to narrow the list:

• Search by name, email, phone, or company. Type at least two characters. Every word you type must match, in any order, and the phone number's formatting does not matter. Press Esc to clear.
• Use quick views such as Today, Yesterday, This week, This month, Unworked, Hot leads, and Needs follow up.
• Click Filter for source, tag, status, matter type, practice area, attribution, matter count, matter value, owner, and date filters.
• Click a sortable column heading such as Created, Source, Status, or Last Activity.

Clear a quick view or filter when a contact appears to be missing. The list can combine a quick view, search text, and several filters at the same time.

Work from a contact record

Click a contact row to open the contact record. From there you can:

• Edit the name, phone, email, company, company domain, practice area, owner, and case value.
• Change the lifecycle status.
• Call, text, or email the contact.
• Review activity and attribution history.
• Click Create matter in the header to start a matter for this contact. See Matters.
• Use the composer's Task tab to add contact-specific work.
• Review meetings, notes, and AI intelligence.
• Click Copy link in the header to copy a link that opens this contact's window.

Every field you can edit shows, even when it is empty, with a muted placeholder such as Add. Click it to fill it in. Most contact detail fields save inline. Wait for the save confirmation before closing the record after an important change.

Statuses and conversion

Contact status describes the relationship with the person:

Changing a contact to Converted opens the matter flow so the retained engagement and its value can be recorded. Marking a matter Retained also changes the contact to Converted automatically, unless the contact is Referred Out. Automatic updates never change a Referred Out contact; only a person can.

Referred Out is not counted as retained in reports. Procedures stop for the statuses chosen in each procedure's Always stops section (Spam and Disqualified by default).

When a contact opts out

Texts. A contact who replies STOP, a carrier stop word in English or Spanish, or asks in plain words not to be contacted, gets no more texts or calls from any automation. Their contact window says Texts are off. and how they stopped: replied STOP, or asked not to be contacted when they asked in their own words or in Spanish. Only the contact can turn texts back on, by replying START, INICIAR, or COMENZAR.

An opt-out by text also ends every procedure the contact is in, and no procedure reaches them on any channel while it stands.

Texts are off for the number. When texts are off for a contact, by a STOP or by your firm, no text from any of your firm's numbers goes to that phone number. That covers every contact at your firm with the same number, including a duplicate, and booking confirmations and reminders too. Another firm's opt-outs never affect yours.

Email. A contact who replies by email asking the firm to stop, or asks for texts only, is not emailed by procedures again. Unsubscribing from a marketing email, or marking one as spam, stops marketing email only; it doesn't stop one-to-one email.

Clients

A contact becomes a Client automatically the first time any of these happens:

• one of their matters is retained
• their status is changed to Converted
• a payment from them goes through

Clients show a Client chip beside their name, and a Client row in the contact window with the date they became one. Once a client, always a client: a later refund, a lost matter, or a status change does not remove it.

To set it by hand, use the switch on the Client row. Your choice stays until someone clicks Use automatic. Anyone who can edit the contact can change it.

Marking someone a client does not change their status, their first or last touch, or anything sent to ad platforms.

Use it to:

• filter the Contacts list with Client (Is a client or Not a client), and narrow by Became a client date
• filter tasks by Client. See Tasks
• start a procedure when a contact Becomes a client
• keep calls with clients from being recorded. See Recording and the AI notice

Avoid duplicates

• Search by phone and email before manually adding a person who may already exist.
• When importing, choose the duplicate behavior deliberately.
• Configure each integration's matching and auto-create settings before a large sync.
• Keep one contact with multiple matters instead of creating a new contact for every engagement.
• When two contacts are the same person, merge them. Merging keeps one contact and moves the other's matters, payments, and history onto it. A Client mark carries over, with the earlier date it was set.

Related guides