How to Review and Classify Contacts (Phase 1)
Provides step-by-step guidance for reviewing, updating, classifying, escalating, or deleting contacts during Phase 1 cleanup.
Step‑by‑Step: Contact Review Checklist
Step 1: Open the Contact Record
- Navigate to CRM → Contacts
- Open the view: Non‑Dental, International and International Dealer
- Click the contact name to open the Contact Record
Step 2: Confirm the Contact Should Exist
Before making any updates, determine whether the contact should remain in HubSpot.
Delete the contact using Restorable Delete if it is:
- Spam or system‑generated
- A test or training contact
- A duplicate (non‑primary record)
- A personal contact added in error
✅ If the contact should remain, continue to Step 3
❌ If the contact should not exist, follow “How to Delete a Contact (Restorable Delete)” and return to the queue
At this point, every contact will follow one of three paths:
-
Valid ➡️ review and classify
-
Unclear ➡️ escalate after step 6
- Invalid ➡️ delete (restorable delete) and return to queue
Step 3: Review the Contact Name
- Ensure the name is:
- Properly capitalized
- Spelled correctly
- Edit only if clearly incorrect
Step 4: Review the Contact Owner
If the Contact Owner is not a CSS team member, reassign using the rules below:
- Last name A–M → Laura
- Last name N–Z → Matt
- Contacts with International or International Dealer Customer Type → Laura
If an active CSS Contact Owner is already assigned, no change is needed.
Step 5: Update Basic Fields (Only If Verified)
Update the following fields only when the information can be confidently verified:
- Company Name
- Job Title
- Address
Step 6: Customer Type Classification (Most Important Step)
Select the single Customer Type that best applies.
| Customer Type | Description |
|---|---|
| Doctor | Dentist, clinician, hygienist, prosthodontist, or any contact who works in a doctor/clinician office |
| Lab | Lab owner, technician, support team member, purchaser, or lab/department manager |
| School | Faculty, dean, bookstore manager, admin assistant, or school/university staff, Pankey, Dawson. |
| Student | Currently enrolled in a school program |
| Dealer / Sales Rep | Works at a dealer (e.g., Benco, Patterson, Midwest) |
| Government | Government agency or official |
| Manufacturer | OEM or partner manufacturer |
| Partner | Industry partners (LMT, JDT, NADL, ADEA, DTA, etc.) |
HubSpot saves automatically once a Customer Type is selected.
Escalation- Customer Type Cannot Be Determined
Escalation should be used only after all available information has been reviewed, including job title, company, email domain, and activity history.
If you still cannot confidently determine the correct Customer Type:
- Do not update the Customer Type
- Do not guess or select a “best fit”
- Escalate using the Customer Type Review Email Template
After escalating:
- Do not make further changes to the contact
- Return to the queue and continue working the next contact
Completion Criteria
A contact is considered complete when one of the following is true:
- The Customer Type was confidently identified and updated
- The Customer Type could not be determined and was escalated
- The contact was deleted using Restorable Delete
Once the list view is empty, the queue is complete for the day.