# Manage contacts

> Contacts come from calls automatically, by hand, from a CSV import or from Google and Microsoft 365 — and VIP and Block change how your assistant treats a caller.

https://scoco.ai/en/docs/contacts/

**Contacts** lists every person with their calls, text messages, appointments and notes. This page shows where contacts come from, how to import a CSV file, and what **VIP** and **Block** do on a call.

## Contacts from calls

When someone whose number does not belong to a contact yet calls and gives the assistant their name, scoco creates a contact after the call: with the name, the number and, if mentioned, the company. These contacts carry the source **Call**. No contact is created without a name, nor for a withheld number, a blocked caller or a test call.

When the person calls again, the assistant recognises them by their number and addresses them by name.

## Create and edit by hand

1. Under **Contacts**, click **Contact**.
2. Enter the **Name** and, if you like, **Company**, **Phone** and **Email**. Only the name is required.
3. Click **Create contact**.

You can do the same from an open call: **More actions** > **Create contact** takes the name and number from the call.

To change a contact, open its page and choose **More actions** > **Edit**. The same menu deletes it with **Delete contact (GDPR)**. Its calls and text messages are kept but lose the link to the contact.

## Import a CSV file

The file needs a header row with these columns: `name`, `company`, `phone`, `phone2`, `email`. Both commas and semicolons work as separators, so a CSV saved by a German Excel imports as well.

```
name;company;phone;phone2;email
Erika Mustermann;Muster GmbH;030 123456;;erika@example.com
```

1. Open **Contacts** and click the **More** menu next to **Contact**.
2. Choose **Import**.
3. Click **Choose file**, pick your file and confirm with **Import**.

Afterwards you see how many contacts are new, how many were updated and how many were skipped, and under **Rows not imported** each skipped row with its reason. A row needs a name and at least one valid phone number. Numbers without a country code are read as German numbers.

If a number already belongs to a contact, that contact is updated rather than created twice, so uploading the same file twice does no harm. A file may be at most 2 MB and 5,000 rows.

## Google and Microsoft 365

An **Owner** or **Admin** connects an address book under **Settings › Integrations**, per assistant: with **Connect Google Contacts** or **Connect Microsoft 365**. scoco imports the contacts right away and syncs them every six hours. **Sync now** does it immediately.

scoco only reads the address book and never writes anything back. You therefore change the name, company and numbers of a synced contact in Google or Microsoft. You can still set **VIP** and tags in scoco. If you delete a contact there, it disappears here at the next sync.

If you disconnect, the contacts already taken over stay in your contact list, with their calls, notes and settings. They are no longer synced. Delete a contact you no longer need individually.

## VIP and Block

**Mark as VIP** is in the row's menu and on the contact's page. The assistant is then told during the call that a VIP is calling. What it does next is up to your rules under **Assistants › Behaviour**: for example a rule with the condition **A VIP contact calls**, or **Put known callers through** set to **VIP contacts only**. Without such a rule, the mark does not change how the call runs.

**Block** is reserved for an **Owner** or **Admin**, in the row's menu or on the **How the assistant treats them** card. The contact's numbers are blocked on every assistant. When they call, they hear one short sentence and the assistant hangs up. The call shows as **Spam blocked** under **Resolved**. The **Blocked** tab lists everyone blocked, and **Unblock** releases the numbers again.

A number you blocked in the Inbox with **Mark as spam** shows in the **Blocked** tab only if it belongs to a contact. You release it on the call, under **More actions** > **Remove spam mark**.

The same card has **Always put through**: the assistant then puts this person straight through. If no transfer target is configured, it takes an urgent message instead. A contact cannot be blocked and always put through at the same time.

## Common problems

**“Edit” is missing.** The contact comes from Google or Microsoft. Change it there.

**A row is skipped.** The phone number is missing or invalid, the `name` column is empty, or the number belongs to a contact from Google or Microsoft. The import never overwrites those.

**A number blocked as spam cannot be released because no call from it is left.** Create a contact with only that number under **Contacts**. It then shows in the **Blocked** tab, and **Unblock** releases the number. If it does not show there, switch **Block** on and off again on its **How the assistant treats them** card.

**The “How the assistant treats them” card shows only “VIP”.** The contact has no phone number, or there is no assistant yet.

**The assistant does not recognise known callers.** If an address book is connected under **Settings › Integrations**, check the **Recognise callers from these contacts** switch there. When it is off, the assistant matches callers against no contacts at all.

_Last checked: 28 October 2026_