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 so each active contact is assigned to the correct Customer Type an removed from the Non-Dental, International, and International Dealer view.
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 (same name and same email)
- 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 active, no change is needed.
If the Contact Owner field is blank (or inactive), assign a CSS team member 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 Data Fields (Only If Verified)
Important Data Rule
-
Contact= person (individual record)
- Company= business (shared across contacts)
If it describes the person --> update the Contact
If it describes the company --> update the Company
Update the following data fields only when the information can be confidently verified:
Contact-Level Updates
- First Name
- Last Name
- Job Title
- Direct Phone Number
Company Name Updates
Do NOT update the Company Name on the contact record.
- If the company name is incorrect --> update it on the Company record
- If the contact is linked to the wrong company --> follow the Company Relationship process (Appendix A)
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.