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Qall keeps one record per person. Someone who rings twice is the same contact both times, so the second call can greet them by name.
The contacts list

The contacts list.

Contacts are created automatically from inbound calls, imported with a campaign, or added by hand.

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Matching

People are matched on phone number and email address, each unique within your organisation. Numbers are tidied up before matching, so 030 111 111 typed into a spreadsheet finds the contact created from an inbound call. A caller nobody has named yet is hidden from the list by default — otherwise the page fills with bare phone numbers. Turn that filter off to see them.

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Properties

Every contact has a name, phone number, email and timezone. Add your own properties for anything else you want to keep — customer tier, account number, renewal date. Each has a type, so a date property can’t end up holding “next Tuesday”. You can rename a property whenever you like. You can’t change its type once it holds data.

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Using contact details on a call

Anything on a contact is available to the assistant as a variable:
Contact details are treated as untrusted text, because somebody typed them in. They’re cleaned before being used, so a contact record can’t carry instructions into your assistant’s prompt.

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In campaigns

A contact in a campaign also shows its dialling state — whether it’s waiting, in progress, reached or closed — and how many attempts there’ve been. A contact can be in one campaign at a time.

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Deleting someone

Deleting a contact removes the person. Their calls stay, with the link to them dropped — so your history and billing stay intact while the personal details go.