Contact records

Each customer in HLB has a contact record that holds their details, their history and your conversations with them. You can create a contact from the Contacts area with a name, email address and phone number, edit it as details change, and add custom fields (such as text, dropdown or date) for anything the standard fields do not cover.

A contact can hold more than one way to reach them. You can store one primary email plus up to 10 additional addresses and choose which one is primary. The multiple phone numbers option is in Labs and stays off until you enable it. With it, you can add up to 11 numbers per contact, label them Home, Landline, Mobile or Work, mark one as primary and call any of them from the record.

The contact detail page keeps conversations in the center panel, with fields on the left and other modules on the right. Admins can customize this page:

• Create up to 5 views and assign each user to one
• Rearrange fields and folders, rename folders and hide fields
• Move modules between panels or into a dynamic tab
• Choose a three-panel or two-panel layout
• Disable the delete button to prevent accidental deletions

In the mobile app, the Activity tab shows a chronological timeline for each contact. It includes form submissions, calls, appointments, page visits and payment-related activity, with filters for long histories. Your team gets that context before calling a customer back.

Admins can also choose which fields are searchable across HLB. You can also turn on a setting that lets a contact and its opportunities have different owners.

Organize contact documents with folders

Keep each customer’s documents in folders, move files without uploading them again and restore deleted custom folders or files from Trash within 60 days. Nested folders help keep related paperwork together.