Open Customers > Contacts for the shared contact directory. The retained Contacts guide explains contact fields and segmentation. Supported Visitors bookmarks reach the authorized Customers equivalent with the original record reference. Current company, staff and subscription checks still apply; see CRM access and capacity.
Related video lesson
Related lesson: inspect the permitted customer profile before changing customer records.
Organizations and personal views
Use Organizations to maintain company relationships and review the permitted contacts, deals and history linked to that organization. Organization access requires the corresponding subscription feature. A contact's current organization is distinct from a deal's historical organization; review both when correcting an affiliation.
In Saved Views, choose an entity and use Search / save view to filter search, owner, contact lifecycle, qualification, tags, status or activity due date as appropriate. Supply a view name to save it. Views belong to you in the selected company; reopening a view rechecks current access. Export current view requires export permission. Export History records previous exports; an export includes only authorized records and readable fields, not the whole workspace.
Reviewed reassignment selects contacts, deals or activities and filters owner availability. Choose an authorized destination owner, or leave it empty for unassigned records. Preview before applying; changed records require a fresh review. Company-wide CRM visibility and the relevant update permissions apply. A missing or inactive owner does not grant you access to that owner's records.
Review identity before updating it
Review customer identity is opened from an authorized conversation or ticket. Review possible matching contacts before saving the person's details. If matches refer to different people, confirm that decision rather than merging solely because an address matches. Identifying an existing channel visitor preserves its source identity and adds no new contact.
On a profile, Review duplicate merge shows conflicting values and permitted relationships. Confirm the same person and choose the surviving values. Channel aliases and history remain linked; the strongest opt-out remains. Review mistaken merge recovery requires unchanged contacts and recorded relationships. Later edits require manual reconciliation; restoring a separate customer consumes contact capacity.
Customer preferences and recovery
Use Record customer preference for one channel and purpose. Record the actual decision, source and evidence; permission recorded requires a decision time, method and evidence. A later permission after an earlier opt-out requires explicit review. Identification, qualification and imports do not grant marketing consent. Unknown permission is not permission to send marketing.
Qualify prospect reviews qualification and can optionally create an opportunity. Customer lifecycle and marketing consent require their own reviewed changes. Campaign enrollment separately reviews the exact recipient and channel; delivery eligibility and suppression still apply.
Deleted records restores supported CRM records with current permissions, relationships and capacity checks. Contacts use their separate archive controls; do not look for archived contacts in this CRM restore list. Exporting or restoring data does not remove privacy or access restrictions.
Directory to profile workflow
Search the directory before adding a contact. Use lifecycle, qualification, owner and tag filters where offered, then open the customer profile for cross-module context. Anonymous source visitors are not automatically verified named customers. Updating a name or qualification does not subscribe someone to marketing.
Prefer the profile's conversation/ticket preview to leaving the page for each item. The preview keeps source-record permissions and offers the full-page link when you need the complete workflow. See Files and storage for private customer attachments.