What This Article Covers

This article covers how to manually add a new contact to your CRM, how to search for and edit an existing contact record, and how Keap handles duplicate contact entries.

How to Add a New Contact

There are two ways to open the new contact form depending on where you are in the app.

1. Click the Plus (+) icon in the top navigation bar and select Contact from the drop-down menu to open the new contact form from anywhere in the app.

   

   Alternatively, if you are already in the Contacts section, click the plus button next to the filter and sort buttons at the top of the contacts list to open the new contact form directly.

   

2. In the new contact form, click Show more fields at the bottom of the form to reveal additional contact fields beyond the default set.

   

   The Show more fields link expands the form to display additional fields such as company, website, birthday, and custom fields.

3. Optional: To access your custom fields while adding the contact, select an internal form to use instead of the default new contact form. Internal forms can include custom fields not shown in the standard form.
4. Fill in the contact's information in the available fields.

5. Click Save in the upper-right corner of the form to create the contact record.

   

6. After saving, a confirmation panel appears with the following options — select whichever action you want to take next:

   • View the new contact record
   • Introduce yourself with an email
   • Send an appointment booking link
   • Add another contact
   • Close the window

   

   The confirmation panel displays five next-step options. Select the action that fits your workflow or close the panel to return to the contacts list.

How to Find an Existing Contact Record

1. Click Search in the top navigation bar.
   
    
2. Type the contact's name or email address into the search field. Matching results appear below the search field as you type. Click the contact's name in the search results to open their contact record.
   
    

Optional: Click View results at the bottom of the search results panel to see all matching contacts as a full list. Use this option when multiple contacts share a similar name and you want to browse before selecting one.

Optional: If no matching contact is found, click Create contact in the search results panel to add a new contact record without closing the search.

How to Edit a Contact Record

All contact information is edited directly on the contact record using inline editing. There is no separate contact editor. When you open a contact record, the Contact Info panel appears on the right side of the screen and displays all fields for that contact, including name, title, company, job title, birthday, anniversary, owner, phone numbers, email addresses, and fax.

Fields that have not been filled in display None as a placeholder. Fields that contain a value display that value in blue text.

To edit any field on a contact record:

1. Open the contact record by searching for the contact's name or email address and clicking their name in the search results.
   
    
2. In the Contact Info panel on the right side of the screen, hover over the field you want to update. A pencil edit icon and a copy icon appear to the right of the field value.
   
    
3. Click the checkmark to apply the change.
   

To update the phone type on a phone number field:

Each phone number in the Phone, email and fax section of the Contact Info panel includes a Type drop-down. The Type drop-down controls how the number is classified and routed for calls and text messages. The available phone types are Work, Home, Mobile, and Other.

1. In the Contact Info panel, locate the phone number under the Phone, email and fax section.
   
    
2. Click the Type drop-down to the left of the phone number field. Select the correct phone type: Work, Home, Mobile, or Other.
   

Phone numbers that were saved with a type of Other — which was the default in earlier versions of your CRM — should be updated to the correct phone type so calls and text messages route accurately.

How Keap Handles Duplicate Contacts

If you attempt to add a new contact using an email address that already exists in your CRM, Keap will display an error message instead of creating a duplicate record. The error includes a link to the existing contact record so you can view or update the contact rather than creating a second entry for the same email address.

The duplicate detection error message appears when you click Save and the email address entered matches an existing contact. Click the link in the error message to open the existing contact record.