CRM – Contacts

CRM – Contacts

Contacts are individuals or organizations that regularly interact with your practice but are not patients or prospective patients.

Examples include:

  • Vendors and suppliers

  • Insurance companies

  • Practice staff

  • Family members of staff

  • Patient guardians who are not patients themselves

Unlike Patients, Contact records exist only within Adit and are not synced to your EHR/PMS.

Contacts do not have lifecycle stages like Patients or Leads.

How Are Contact Records Created?

Contact records can only be created manually from the below areas within Adit.

  • CRM – Create Contacts individually or import Contacts in bulk using a CSV file. Contact can also be created by converting existing Lead or Unrecognised Contact. 

  • Quick Actions – Create a Contact while using quick action against someone who is not an existing patient or existing lead.

  • Engage - Create a Contact when an SMS is sent directly from Engage for new number

  • Pozative - Create a Contact when a review request is sent directly from Pozative

Contact Fields

In addition to PII like name, phone number and email, Contact records will have the below fields

Contact Type

The Contact Type field indicates what is the type of contact this is.

  • Vendor - Companies or individuals that provide products or services to the practice, such as laboratories, equipment suppliers, or software vendors.

  • Insurance - Insurance providers and insurance-related contacts.

  • Staff - Current employees of the practice.

  • Family - Family members of practice employees.

  • Non-Patient - Family members, guardians, or other individuals associated with a patient who are not patients themselves.

  • Fax - Contacts created specifically for fax communications.

Lead Source

The Lead Source field identifies the marketing source that generated the Lead.

Examples include:

  • Google Ads

  • Google Organic Search

  • Facebook Ads

  • Direct Calls

  • Other marketing channels

This field helps practices measure marketing performance and lead acquisition sources.

Profile Created As

The Profile Created As field identifies the record type when the profile was first created.

Possible values include:

  • Lead

  • Patient

  • Contact

  • Unrecognized Contact

This field helps practices understand how records move through the CRM and measure conversion rates between categories.

Profile Created By

The Profile Created By field shows who originally created the record.

Possible values include:

  • Adit

  • A practice user

Profile Created From

The Profile Created From field identifies the Adit module or system that originally created the Lead record.

Examples include:

  • Call Intelligence

  • CRM

  • Quick Actions

  • Call Tracking

  • EHR Visitor Appointment

Profile Created Date

The Profile Created Date field shows when the profile was originally created, regardless of any future changes to the record type.

Total Touchpoints

The Total Touchpoints field displays the total number of calls and text conversations between the Lead and the practice.

Last Touchpoint

The date and time of the most recent communication between the Lead and the practice.

Last Incoming

The date and time of the most recent communication initiated by the Lead.

Last Outgoing

The date and time of the most recent communication initiated by the practice.


    • Related Articles

    • CRM – Unrecognised Contacts

      Unrecognised contacts are created from those calls and messages received by the practice from non-patients, non-contacts and non-prospective patients Unrecognised Contact records exist only within Adit and are not synced to your EHR/PMS. Unrecognised ...

    • CRM – Leads

      Leads are prospective patients who have shown interest in your practice but have not yet booked an appointment. Unlike Patients, Lead records exist only within Adit and are not synced to your EHR/PMS. When a Lead books an appointment and becomes a ...

    • What is CRM?

      CRM (Customer Relationship Management) is the upgraded version of the Patients Module in Adit. CRM is designed to help practices organize and manage everyone who interacts with the practice—not just patients. Instead of storing all records as ...

    • CRM - Migration Logic

      During CRM migration, existing records from the Patients module will be analyzed and automatically assigned to the appropriate CRM category based on their source, activity history, and relationship with the practice. Current Category Migration ...

    • CRM – Patients

      The Patients record type contains all patient records associated with your practice. Patient records can originate from either: Your EHR/PMS Adit Any patient record created in Adit is automatically synced to your EHR/PMS, and any patient record ...