Contacts and Leads

Understanding Contacts

Every person your golf club deals with — members, prospects, society organisers, event enquiries — is stored as a contact in CAPTURE. Each contact record holds:

• Name, email, phone, address — the basics
• Tags — labels for segmentation (see Tags)
• Custom fields — golf-specific data like membership type, handicap, join date (see Custom Fields)
• Contact source — where they came from (website, referral, walk-in, etc.)
• Owner — which team member is responsible for this contact
• Conversation history — every email, SMS, call, and note in one place
• Linked opportunities — any pipeline deals associated with this person

The contact detail page

The contact detail page has three panels:

• Left panel — core details at a glance: name, email, phone, tags, owner, Do Not Disturb settings. You can edit inline.
• Centre panel — full conversation history across all channels (email, SMS, calls, notes). You can send messages and log calls directly from here.
• Right panel — activities (appointments, form submissions), linked opportunities, and tasks.

Lead Sources

Every contact has a Source field that tracks where they came from. This is essential for understanding which channels bring in the best leads.

How sources are tracked

• Automatically — when a contact comes through a CAPTURE web form, calendar booking, or chat widget, the source is captured along with any UTM parameters
• Manually — when adding a contact by hand, select the source from the dropdown
• Via import — include a "Source" column in your CSV

Source tags in your account

Your account uses Source tags to track where contacts come from. These are applied automatically by forms and workflows:

Why this matters

Over time, source data tells you where your best leads come from. Referrals might close at 40%, while Facebook ads might close at 3%. That changes how you spend your marketing budget.

Managing Contact Records

Keeping data clean

• Turn on deduplication — go to Settings > Contact Preferences and disable "Allow Duplicate Contacts". Set Email as the primary dedup field, Phone as secondary.
• Merge duplicates — select matching contacts and merge them. Choose the master record carefully — the child record's conflicting data is lost.
• Use dropdowns, not free text — for fields like Membership Type, use a dropdown so you get "Full Member" every time, not "full", "Full", "Full member" etc.
• Quarterly audit — review contacts with no activity, no email, or no tags. Archive rather than delete so you keep history.
• Assign owners — every active prospect should have a team member responsible for them.

Bulk actions

Select contacts in the list view and apply actions in bulk:

Tips:

• Always filter first — never bulk-action your entire database without filtering
• Use drip mode for large email/SMS sends to avoid spam triggers
• Export before deleting as a safety backup
• Test with a small group before sending to thousands

Do Not Disturb (DND)

DND lets you opt contacts out of specific channels (email, SMS, calls) individually. If a contact texts "STOP", they're automatically set to DND for SMS. You can also toggle DND manually on any contact.

Workflows automatically skip communication steps for contacts with DND enabled on that channel.

GDPR Compliance

As a UK golf club, you are the data controller. CAPTURE is the data processor. GDPR compliance is your responsibility.

How CAPTURE handles compliance

Your web forms include a marketing consent checkbox and privacy policy acceptance. When someone submits a form:

• If they tick the marketing checkbox, the GDPR-Marketing-Yes tag is applied
• If they don't tick it, the GDPR-Marketing-No tag is applied
• The Privacy-Policy-Accepted tag is applied when they accept your privacy policy

These tags control who can receive marketing emails. You should never send marketing emails to contacts without the GDPR-Marketing-Yes tag.

Key requirements

• Consent must be explicit — the marketing checkbox on forms must be unchecked by default. Pre-ticked boxes are not valid under GDPR.
• Include an unsubscribe link in every marketing email — CAPTURE handles this automatically via the footer element.
• Honour opt-out requests promptly — CAPTURE processes unsubscribes automatically.
• Distinguish marketing from operational — tee time confirmations and booking receipts are operational (legitimate interest). Newsletters and promotions are marketing (require the GDPR-Marketing-Yes tag).
• Respond to data requests — members can request access to or deletion of their data at any time. You can delete contact records in CAPTURE.
• Only collect what you need — don't ask for data you won't use.

Quick Reference

Do

• Track lead sources on every contact
• Use Smart Lists for your key segments (newsletter recipients, membership prospects, etc.)
• Make sure contacts have GDPR-Marketing-Yes and Newsletter-Subscriber tags before sending marketing emails
• Clean and deduplicate regularly
• Test with a small batch before bulk importing

Don't

• Leave prospects without an assigned owner
• Use free text for fields that should be dropdowns
• Send marketing emails to contacts without the GDPR-Marketing-Yes tag
• Delete contacts when you could archive them instead