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A contact’s information is saved in three groups: 


Basic Information

This includes all the default contact fields provided by Freshworks CRM that can be filled in manually through contact forms, during import, or automatically using our Freshworks CRM for web library.


Here’s the list of default fields:


Field Name

Description

First name

Contact's first name

Eg: James

Last name

Contact's last name

Eg: Sampleton

Owner

The user who created the Contact

Accounts

The company that the contact works at

Eg: Widgetz

Upto 10 companies can be associated with a contact

Job title

Designation

Eg: CEO

Department

Contact's department at work

Eg: Sales

Email

Contact's email address

Eg: jamessampleton@gmail.com

Telephone numbers (Work & Mobile)

Respective phone numbers

Lifecycle stage

Lifecycle stage of the contact
Eg: New prospect, Returning customer, etc.

Status

Status type 

Eg: Trial, demo, etc

Has authority

If the Contact has the authority to take transactional/monetary decisions.

Do not disturb

Contacts who've opted out of promotional or any other bulk email campaigns.

Timezone

The timezone of the Contact

Eg: Pacific Time - US & Canada

Address

Door no, Street name

Eg: 32, Baker Street

City

Eg: Brisbane

State

Eg: California

Zipcode

Eg: 4030

Country

Eg: USA

Facebook

Facebook username (auto enriched)

Twitter

Twitter username (auto enriched)

LinkedIn

LinkedIn username (auto enriched)

Source

Source of the Contact- where it came from

Eg: Organic search or the web, etc

Campaign

The campaign that directed your Contact to your website or app

Medium

The medium(channel) that led your Contact to your website or app

Keyword

The search keywords that your Contact used


Additional Information

This includes custom fields that capture additional information about the contact such as Date of birth, Alternate address, Years of work experience etc. The custom fields can be filled in manually through the contact forms or during import. 

To customize contact fields,

  1. Login to your Freshworks CRM account as an administrator.

  2. Go to Settings > Contacts module

  3. Click the Edit Field icon beside a field under Basic Information, Additional Information or Application data. 

  4. In the Edit Field Type overlay, 

    1. You can edit the Field Label, and add a Tooltip and Placeholder text. The Internal Name and Field type for default fields cannot be edited. However, they can be edited for custom fields. You can also move the field to a group of your choice by selecting from the Group or sub-group dropdown.

    2. You may edit and delete the existing choices, or add new ones by clicking the Add choice button. 

      When you delete the existing choices, the value for those records would become blank.

    3. Once you are done, click Save.


Learn more about creating custom fields for contacts.