Managing contacts, lists and player details

Who ends up in Contacts

Click Contacts in the left sidebar. A person becomes a contact when any of these happens:

• They're on a call list you upload to a campaign, or you add them to a campaign with Call now or Add to campaign.
• They call one of your numbers. If the network passes a caller ID name, Milo uses it.
• A campaign calls their number.
• You add them yourself with Add contact, or upload them with Upload.

Milo never overwrites a name you typed yourself. The country comes from the phone number and shows as a flag.

The figures at the top

The four cards are Contacts, Reached, Offer accepted and Do not call. They count every contact that matches your current filters, not only the page you can see. The Contacts card also shows how many people have a call queued.

Filtering and sorting

You can filter by:

• Search: a number or a name
• Status: Not called yet, Not reached, Reached, Do not call or Safer gambling
• Outcome: Offer accepted, Declined, Callback requested, Opted out, Wrong person or No decision
• Campaign, country, tag and list
• Player details, such as VIP tier (see below)

Sort by last call, next call, engagement or name. Filters are saved in the page address, so you can bookmark a filtered view or send it to a teammate.

Bulk actions

Tick contacts, or use Select all on this page, and a bar appears with these actions:

• Add to campaign
• Add tag / Remove tag
• Do not call

You can update up to 1,000 contacts at a time, and each contact can carry up to 20 tags.

Exporting to CSV

Export CSV downloads every contact that matches your current filters. The file includes the number, country, status, call counts, last outcome, engagement score, next call, campaign, tags, notes and do-not-call details. Exports are recorded in your team's activity log.

Lists and player details

Each call list you upload to a campaign becomes a list. Lists appear as chips on each contact, and clicking a chip filters Contacts to that list.

Any extra columns in a campaign list upload, such as player ID, VIP tier or language, are saved on the contact as player details. If a later upload has a newer value, it replaces the old one. You'll find them on the contact page under Player details.

Player details do two jobs:

• Filters. A detail with a small set of values, such as a VIP tier, becomes a filter on the Contacts page.
• Script placeholders. Use any detail in your campaign script as {key}, for example {vip_tier}. If a player has no value for it, Milo leaves it out. It never says the placeholder aloud.

Adding a group to a campaign

1. 1

   Filter or select

   Narrow Contacts down to the people you want, for example everyone with a VIP tier of Gold who hasn't been reached. Tick them, or click Add all to a campaign to take everyone who matches.

2. 2

   Pick the campaign

   Choose a campaign. If it has more than one offer, choose the offer for players who don't already have one. You can also name the list.

3. 3

   Confirm

   The contacts are queued as one list. Milo skips anyone on the do-not-call list and anyone already queued in that campaign. It also respects the campaign's calling hours and contact limit, so a player called recently is scheduled for later rather than dropped.

You can add up to 10,000 contacts at a time. If the campaign is paused, they're called once you resume it. Archived and ended campaigns don't appear in the list.

The contact page

Click any contact to see their full history:

• Calls: every inbound and outbound call
• What Milo knows: notes Milo reads before the next call
• Lists and Player details
• Campaign calls: each queued, completed or cancelled campaign call

From here you can Call now from a campaign, with optional extra context for Milo, or Edit the contact.

Do not call

Mark a contact Do not call from their page or in bulk. Their queued campaign calls are cancelled, and no campaign will call them again. You can't undo this from the dashboard.

Milo also adds people to the do-not-call list on its own when they ask on a call not to be called, when a safer-gambling concern comes up, or when they reply STOP to a text. The contact page shows which of these applied.