Linking conversations to CRM records
Add contacts to People from any conversation, match threads to existing records, update stages from the inbox, and turn messages into CRM data.
Updated October 25, 2026 · 5 min read
In Vetta, every conversation belongs to a Person record, and linking it to your CRM is what turns messages into sales data. When the person is in your People database, the message history becomes part of their activity timeline, their record page shows the conversation, and their pipelines and stage are one click away from the inbox. No manual logging needed.
Adding a contact to People
Conversations from contacts who aren't yet in your People database appear in the Synced (Not in People) section. To track one:
- Open the conversation (or hover it in the list)
- Click Add to people in the conversation header or on the row. You can also click the sender's avatar on a message, check the First name and Last name, and click Add person
- Vetta adds the person to your People database and keeps the thread linked to them
Inbox · Add to peopleThe conversation moves to the Added to People section and everything that follows (messages, replies, engagement) lands on that person's activity timeline. From now on, the conversation also shows in the Conversations tab of their record page.
Linking to an existing person
If the contact already exists in your CRM, don't create a duplicate. Vetta matches conversations to People by email, LinkedIn URL and WhatsApp number, so add the missing one to the existing record instead. Once the record has it, the conversation appears on that person's record page and in the inbox.
This matching is also why a conversation can seem to be missing: with Contact auto-creation on None for a mailbox, or Sync on Selected for LinkedIn and WhatsApp, Vetta does not create records for new contacts, so their conversations only show once a matching person exists. See Why a conversation is missing.
Linking pipelines and opportunities
The conversation header shows the pipelines and opportunities the contact is already linked to; click the summary to open them. Next to it, the lead's stage (for example Info Requested or Meeting Set) can be changed directly from the inbox with the stage dropdown, moving the contact forward the moment the conversation justifies it, without opening the CRM view. The change is saved on their lead straight away. To attach the contact to a new pipeline record or deal, do it from the record page.
For leads in a sequence, Vetta also moves the stage for you when they reply: the reply is classified (for example Interested or Not now) and the sentiment tag shows on the thread.
Unlinking
- Remove from people (or the Un Sync bulk action): removes the contact from your People database. The conversation history stays in your inbox under Synced (Not in People) and your mailbox is untouched, but teammates lose access to it through the CRM
- Pipeline and opportunity links are removed from the record page if the contact was attached to the wrong record
Removing a contact from People is not the same as archiving the thread or deleting the person. Managing personal or unsynced conversations explains the difference.
Benefits of linking
Properly linked conversations enable Vetta to:
- Track relationship history automatically
- Update activity timelines without manual entry
- Trigger workflows based on record changes that follow from conversations
- Ground AI features (Vetta Brain insights, drafting, qualification) in genuine interaction history
Use Synced (Not in People) as a triage queue: work through it once a day and add the real prospects, so your People database holds only the relationships you want to track.
Common questions
How do I add a contact from a conversation to my CRM?
Open the conversation (or hover it in the list) and click Add to people. The thread moves to Added to People and everything that follows lands on the person's timeline. See Adding a contact to People.
The person is already in my CRM, so why isn't the conversation on their record?
Vetta matches conversations to People by email, LinkedIn URL and WhatsApp number, so the record is missing the one the conversation uses. Add it to the existing record and the conversation appears on their page and in the inbox. See Linking to an existing person.
Will Add to people create a duplicate if the person already exists?
Don't use it in that case. Add the missing email, LinkedIn URL or number to the existing record instead, and the conversation attaches to it. See Linking to an existing person.
Can I change the lead's stage without opening the record?
Yes. The stage dropdown in the conversation header changes it directly from the inbox, and the change is saved straight away. See Linking pipelines and opportunities.
Can I add the contact to a new deal or pipeline from the inbox?
No. The header shows the pipelines and opportunities the contact is already linked to; attaching them to a new pipeline record or deal is done from the record page. See Linking pipelines and opportunities.
Why did the lead's stage change by itself?
For leads in a sequence, Vetta classifies each reply (for example Interested or Not now) and moves the stage for you. See Linking pipelines and opportunities.
What happens to the conversation if I remove the person from People?
The history stays in your inbox under Synced (Not in People) and your mailbox is untouched, but teammates lose access to it through the CRM. See Unlinking.
Where does the conversation show once the person is tracked?
In the Added to People section of the inbox and in the Conversations tab of their record page. See Adding a contact to People.
Key outcome
Linking converts everyday communication into structured CRM data without manual effort. Each conversation sits on the right person's record, their stage moves from the inbox, and your teammates and Vetta's AI work from the same history.
Still stuck?
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