CRM Contacts
Last contacted, and how it is worked out
What counts as having contacted someone, what deliberately does not, and why a contact you emailed can still look untouched.
Last updated September 2, 2026
Last contacted answers the question every rep asks before they pick up the phone: has anybody already spoken to this person? It shows the most recent real touch and what kind it was.
What counts
| Counts as contact | Where it comes from |
|---|---|
| An enquiry they sent | Your website and forms. |
| A tracked phone call | Call tracking. |
| A logged communication | Anything a rep records by hand. |
| An email sent or received | A connected mailbox. |
| A meeting | The CRM calendar. |
What deliberately does not count
Marketing sends — email campaigns and automated emails — are excluded. A newsletter going out to nine thousand people is not "we spoke to them", and counting it would make every contact look freshly touched and bury the real last conversation.
AN EMAIL ONLY COUNTS IF THE MAILBOX IS CONNECTED
Emails are picked up from mailboxes linked to the tribe. If a rep has not connected theirs, everything they send stays invisible to the CRM and their contacts look neglected when they are not. This is the most common reason last contacted looks wrong.
Using it
- Sort the contacts list by it to find who has gone quiet.
- Combine it with Active Leads for the list that matters most: people you are meant to be working and have not called.
- On a company, the same idea rolls up across everyone who works there — so you can see the account has gone quiet even if one contact has not.