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A contact is one record for a person or business — shared across every call, message, email thread, and campaign they’re part of. Audience keeps a single contact list for the whole workspace; campaigns pull leads from it instead of each keeping a private list.

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Creating a contact

Select New Lead in Audience to open the New contact form. A name is optional; a phone number or an email address is required — either one on its own is enough. Both must be unique in the workspace, so if a value already belongs to another contact, the form flags the match and offers to open that contact or add the missing detail to it instead of creating a duplicate. Contacts also arrive without anyone filling in that form: from a CSV import, the first time someone calls or messages in on one of your numbers, when a lead is added to a campaign, and through the REST API or MCP.

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Editing a contact

Open a contact to see three tabs:
  • Overview — segments, last contacted, Call QA average (where AI QA scorecards are enabled), personal details, custom attributes, and any linked channel profiles.
  • Memory — consent-aware customer memory and verified identities gathered across channels.
  • Timeline — every call, message, and email for this contact, with a link into History for the full record.
The action bar at the bottom of the drawer starts a call with any active assistant, opens an email to the contact, and — under More actions — offers Manage and Delete. Manage Contact edits the record across four tabs: Info (name, phone, email, photo), Tags, Attributes, and Channels.
Tagging, filtering, and saved segments are covered in Audience Call QA — this page focuses on the contact record itself.

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Custom attributes

Define workspace-wide fields under Settings → Workspace → Custom Attributes: a name, a type, and whether it’s required. The types are Text, Number, Boolean (a yes/no field), Enum (a list of choices you define), and Date. The attribute’s key is generated from the name — “Maiden Name” becomes maiden_name — and the type is fixed once the attribute exists. A workspace can define up to 50 attributes, and an Enum attribute can offer up to 50 choices. Values live in the Attributes tab of a contact, or are filled in automatically during CSV import. An assistant opts in to the attributes it needs: in the assistant’s Variables panel, tick the attribute under Lead attributes and its value is available as {{key}} on every call with that contact. See Custom variables.

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Contact status

Every contact carries one status, driven by its most recent campaign activity: Filter Audience by status to find contacts in any of these states. The same six states drive the drag-and-drop board inside a campaign, where the columns carry campaign-facing names — see Monitoring a running campaign.

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Merging duplicate contacts

Phone numbers and email addresses are unique per workspace, so Famulor never lets a second record claim an identity that already exists:
  • On create — adding a single contact whose phone or email already belongs to someone else merges the new tags and fills in any missing identity fields on that contact, instead of creating a second record. This applies to the New contact form, POST /api/v1/leads, and MCP create_audience_contact.
  • On edit — if you change a contact’s phone or email to a value already used elsewhere, the Info tab flags the collision and offers Merge into this contact. Merging moves phone, email, channel identities, calls, and conversations onto the contact you keep and removes the other record.
  • On import — bulk imports never merge. A CSV row or campaign lead whose phone or email is already taken is rejected rather than folded into the existing contact, so deduplicate against Audience before a large import. See Importing contacts.
Merging two existing contacts is always explicit. A colliding phone or email on a plain update is rejected, not silently merged — you have to confirm the merge yourself.
The same operation is available as POST /api/v1/leads/{id}/merge or the MCP tool merge_audience_contacts.

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Deleting a contact

Delete a contact from More actions in its drawer. This removes the contact record permanently and cannot be undone. Taking a lead out of a campaign is a different, non-destructive action: the lead leaves that campaign’s queue, and the contact — with its calls, conversations, and history — stays in Audience.

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API & MCP

MCP clients can use list_audience_contacts, create_audience_contact, and merge_audience_contacts for the workspace-wide contact list. get_lead, update_lead, and delete_lead work on a campaign lead rather than the Audience record — and delete_lead only takes the lead out of its campaign; the contact stays in Audience.