Contacts & CRM

The Contacts section is the heart of Clinivoz — your complete client and lead database. Every person your clinic interacts with (prospective clients, active clients, referral sources, insurance contacts) lives here.

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1. Understanding the Contact Record

Each contact has a record that stores everything Clinivoz knows about that person. A contact record includes:

Field	Description
Name	First and last name
Phone	Mobile and/or home phone (used for SMS and calls)
Email	Primary email address
Address	Mailing address
Date of Birth	Useful for pediatric clients
Tags	Labels for segmenting contacts (e.g., "Speech Therapy", "ABA", "Waitlist")
Source	Where this contact came from (e.g., Website Form, Referral, Google)
Assigned To	The team member responsible for this contact
Custom Fields	Any clinic-specific fields you've created (e.g., "Insurance Provider", "Treating Therapist")
Notes	Free-text notes visible to your whole team
Activity Timeline	A full history of every interaction — texts, emails, calls, appointments, form submissions

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2. Adding a New Contact Manually

1. Click Contacts in the left sidebar.
2. Click the + Add Contact button.
3. Fill in the contact's information.
4. Apply relevant tags (e.g., Speech Therapy, New Inquiry, Pediatric).
5. Set the Source to reflect how this lead came in.
6. Assign the contact to a team member if applicable.
7. Click Save.

Best Practice: Always search for the contact first before adding to avoid duplicates. Use the search bar at the top of the Contacts page.

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3. Searching and Filtering Contacts

Searching:

• Use the search bar at the top of the Contacts page.
• Search by name, phone number, or email address.

Filtering:

• Click the Filter button to narrow your list by:
  • Tags (e.g., show only contacts tagged "ABA")
  • Assigned team member
  • Date added
  • Pipeline stage
  • Contact source
  • Custom field values

Saving a Filter (Smart List): If you regularly filter the same way (e.g., "All ABA clients added this month"), you can save it as a Smart List for one-click access.

1. Set your filters.
2. Click Save as Smart List.
3. Name it and click Save.

Your Smart Lists appear in the left panel of the Contacts page.

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4. Tags

Tags are one of the most powerful tools in Clinivoz. They let you label and segment contacts so you can filter, automate, and communicate with specific groups.

Recommended Tags for Speech & ABA Clinics

Tag	Use Case
Speech Therapy	Client is receiving or inquiring about speech therapy
ABA Therapy	Client is receiving or inquiring about ABA
Pediatric	Client is a child
Adult	Client is an adult
Waitlist	Client is on the waitlist
Active Client	Currently receiving services
Discharged	No longer receiving services
Referral - Physician	Referred by a doctor
Referral - School	Referred by a school
Insurance - Medicaid	Uses Medicaid
Insurance - Private Pay	Self-pay client
Authorization Pending	Waiting on insurance authorization
Lead - Cold	Inquiry with no follow-up response
Lead - Warm	Interested, in active communication

Adding a Tag to a Contact

1. Open the contact record.
2. In the Tags field, type or select the tag.
3. Press Enter. Tags save automatically.

Bulk Tagging

1. From the Contacts list, select multiple contacts using the checkboxes.
2. Click Actions > Add Tag.
3. Select the tag and confirm.

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5. Custom Fields

Standard contact fields may not capture everything your clinic needs. Add custom fields to store clinic-specific information.

Examples for Speech & ABA Clinics:

• Insurance Provider
• Insurance Member ID
• Authorization Number
• Authorization Expiration Date
• Treating Therapist
• Diagnosis Code (ICD-10)
• Evaluation Date
• Discharge Date
• Parent/Guardian Name
• Emergency Contact

Creating a Custom Field:

1. Go to Settings > Custom Fields.
2. Click + Add Field.
3. Choose the field type: Text, Number, Date, Dropdown, Checkbox, etc.
4. Name the field and click Save.

The field will now appear on every contact record and can be used in filters, automations, and reports.

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6. Notes

Use the Notes section within a contact record to log important information that doesn't fit into structured fields.

Good uses for notes in a therapy clinic:

• "Mom called — concerned about insurance coverage. Called back 2/15, left voicemail."
• "Referred by Dr. Patel at Riverside Pediatrics."
• "Client has sensory sensitivities — please note for scheduling."

Notes are timestamped and tied to the team member who wrote them, creating an internal log of interactions.

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7. Merging Duplicate Contacts

Duplicate contacts happen — especially when families submit multiple forms or a team member adds a contact that already exists.

To merge duplicates:

1. Open one of the duplicate contact records.
2. Click the More Options menu (three dots).
3. Select Merge Contact.
4. Search for and select the duplicate.
5. Choose which record to keep as the "primary" (the one you want to preserve).
6. Click Merge. All activity history, tags, and notes from both records will be combined.

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8. Archiving & Deleting Contacts

Archiving removes a contact from your active lists without permanently deleting them. Use this for discharged clients or cold leads you're no longer pursuing.

Deleting permanently removes a contact and all their history. Use this only for true duplicates or test records.

Caution: Deleted contacts cannot be recovered. Always prefer archiving over deleting.

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9. Importing Contacts

See Getting Started → Importing Existing Contacts for a full walkthrough of bulk contact imports via CSV.

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10. Contact Activity Timeline

Every action taken with or by a contact is logged in their Activity Timeline:

• Incoming and outgoing texts
• Emails sent and received
• Calls (with recordings if enabled)
• Appointments booked, completed, or cancelled
• Forms submitted
• Pipeline stage changes
• Automation enrollment and exits
• Notes added by staff

Use the timeline to get full context before reaching out to a family — you'll know exactly what's been communicated, when, and by whom.

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