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What is a contact record?

A contact record is the person your voice agents call — or the person who calls you. It holds their name, phone number and other details, the tags and lists they belong to, any custom variables linked to them, and a running history of every call they have been involved in. Contacts live in Contacts (under Phone System in the sidebar). Click any row in the table to open the Contact Details panel, where you can read and edit every field described on this page. To add someone new, click New Contact — the same panel opens with a blank form. Contact fields do double duty on calls: at call start the agent hydrates variables such as {{contact.first_name}} (string, e.g. Jane) and {{contact.phone}} (string, e.g. +61412345678) straight from the record, and flows that capture details during the call can write them back. Type / in supported script fields to insert these from the variable picker — the full list is on Variables.

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Standard fields

Further down the panel, the Call Data section shows two read-only values:
  • Last Contacted — the date and time of the contact’s most recent call, or Not contacted yet.
  • Calls — the total number of calls on record for this contact.

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Phone numbers and Australian formats

Phone numbers are stored in international E.164 format: a +, the country code, then the number, with no spaces or punctuation (e.g. +61412345678). You don’t have to type them that way. The phone field is a country-aware input that defaults to Australia — enter a local mobile like 0412 345 678 and it is saved as +61412345678. To store a non-Australian number, pick a different country in the input’s country selector first. Wherever Voxworks checks a number against the Do Not Call Register, it normalises Australian formats the same way — 0412 345 678, 61412345678 and +61412345678 all resolve to the same registered number, so the DNCR readout doesn’t depend on how the number was originally typed. Phone numbers must be unique within your team:
  • When creating a contact — if the number already belongs to another contact, a Contact Already Exists dialog shows the existing contact’s name, phone and email and asks whether you want to update it with the new details. Choose Update Contact to merge your entries into the existing record, or Cancel to go back.
  • When editing a contact’s number inline — saving a number that belongs to another contact fails with Phone number already exists; the field stays open with what you typed so you can correct it.

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Creating a contact

  1. Open Contacts and click New Contact. The Contact Details panel opens with the heading New Contact.
  2. Fill in at least First Name and Phone — Save stays disabled until both are present.
  3. Click Save. The record is validated (phone format, email format, duplicate number) and added to your contacts table.
To load contacts in bulk instead, use the CSV importer — see Importing & Exporting Contacts.

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Inline editing

Every field in the Contact Details panel is edited in place — there is no separate edit mode:
  • Click a field to start editing it. Placeholder text (e.g. Enter first name) marks empty fields.
  • Enter saves the value; Escape cancels and restores the previous value; clicking away also saves.
  • The Save button in the panel header saves whichever field you are currently editing.
  • Gender is a dropdown — choosing a value saves immediately.
Validation runs on save: required fields cannot be cleared (This field is required), phone numbers must be valid (Invalid phone number), and emails must be well-formed (Enter a valid email address) — each of these reverts the field to its last saved value. A duplicate phone number is rejected with Phone number already exists instead, leaving your entry in place so you can fix it. Whether you can edit a given contact depends on your team role and who created the record — if you don’t have edit rights, the fields display as read-only text.

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DNCR readout

Voxworks checks Australian numbers against the ACMA Do Not Call Register through a process called washing — see DNCR Washing for how to run washes and what they cost legally and operationally. A wash result is considered current for 30 days; after that the number counts as unwashed again. The Contact Details panel shows the current readout as a badge next to the phone number: No badge means the number hasn’t been washed in the last 30 days. The contacts table shows the same information as small status icons in the Phone Number column — Safe to call, On DNC Register, Invalid number, Not washed, and DNCR Override — and you can wash selected contacts from the table with the Wash DNCR Status bulk action (Contact Bulk Actions).

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Overriding a DNCR listing

When a contact’s number is on the register, an Override DNCR checkbox appears in the Contact Details panel. Ticking it opens a Confirm DNCR Override dialog: This contact is registered on the Do Not Call Register (DNCR). By confirming, you acknowledge that:
  • You have obtained explicit consent from this contact to make calls
  • You have an existing business relationship that permits calling
  • You are otherwise in compliance with local DNCR regulations
The dialog carries a warning that calling DNCR-registered numbers without proper authorisation may result in significant penalties. Click Confirm to enable the override or Cancel to leave it off. An enabled override records who enabled it and when, so your team has an audit trail; the contact then shows the Override Active badge, and the table icon changes to DNCR Override. Untick the checkbox at any time to disable it — no dialog is shown when turning an override off. The override is a statement of your legal basis for calling, not Voxworks’ — scheduling a call to a registered number still surfaces a Do Not Call Register Warning so nobody dials one unknowingly. For your obligations and how enforcement works across batches, read DNCR & Opt-Out Compliance and Batch Screening Gates.

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Linked custom variables

Below the contact’s fields, the details panel lists one row per custom variable type installed on your team, showing which value (if any) is linked to this contact. Pick a value from the dropdown to link it, or click the × to unlink; linked values ride along on the contact’s calls as {{custom...}} variables. The full linking model — including bulk assignment and what agents can read and write — lives on Linking Custom Variables to Contacts.

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Call history on a contact

The Calls section at the bottom of the Contact Details panel lists the contact’s calls, most recent first: Click a row to slide open the full call details — summary, transcript, objectives and analysis — right beside the contact, exactly as they appear in the Call Log.

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Team members as contacts

Your own team appears in Contacts automatically. When a team is created its owner gets a contact record, and whenever someone accepts an invitation to the team a record is created for them too, using the name, email and phone from their user profile.
  • In the contacts table, you are marked with a blue single-person icon next to your name; other team members get a green two-person icon. Ordinary contacts have no icon.
  • Team-member records behave like any other contact — you can edit their fields, tag them, add them to lists and call them.
  • You cannot delete your own contact record. Deleting it individually is blocked, and if it is included in a bulk delete it is skipped with the notice Your contact record was excluded from deletion.

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Next Steps