How do I add and manage documents on a contact record?

The Documents section of a contact record keeps files in one place for your team, such as a signed service agreement, a referral partner's brochure or a file a family emailed you. Anyone who can view the contact can see its documents.

Important: some contact documents can be opened by anyone who has the link. Do not store medical records or other sensitive health information as contact documents. Follow your agency's privacy policies.

Upload a document

1. Go to Contacts and open the contact.
2. Open the Documents tab in the right panel.
3. Click + Add, then New File.
4. Choose the file from your computer.

Each file can be up to 250 MB. PDF, Word, PowerPoint, CSV, Excel and common image formats are supported. Videos are not.

Find a document

Use the search box in the Documents tab to search by file name.

Save message attachments to Documents

• Received attachments: in the conversation, click the three-dot menu on the message and select Add to Documents. This works for email, text, Facebook, Instagram and WhatsApp messages.
• Sent attachments: when sending a text or email with an attachment, check Add to Documents.

Add a file upload field (account admins)

If you want a specific spot for a certain file, such as a signed agreement, create a File Upload custom field.

1. Go to Settings, then Custom Fields, and click Create Custom Field.
2. Choose the File Upload field type.
3. Name it, for example Service Agreement.
4. Set the allowed file types, size limit and whether multiple files are allowed. Set the object to Contact and choose which group it appears in.
5. Save.

To use it, open a contact, find the field in its custom fields section and click Upload File. You can view, replace or delete the file from the field. Files uploaded this way also appear in a Custom Fields folder in Documents and cannot be deleted from there.

Troubleshooting uploads

• Check that the file type is supported and under 250 MB.
• Check your internet connection.
• Refresh the page and try again.

Have a question about your own account? Submit a ticket and our team will follow up.