Your people, organized
Everyone you work with — guests, property owners, vendors, and prospects — lives in the Contacts section. Each contact has a full profile with communication history, linked properties, activities, and custom fields so your team always has the context they need.Contact types
Trellis organizes contacts by their role in your operation:| Type | Who they are |
|---|---|
| Guest | Anyone who stays at one of your properties. Guest contacts are created automatically when reservations sync from your PMS. |
| Owner | Property owners you manage for. Link them to their properties for a complete owner relationship view. |
| Vendor | Cleaners, maintenance crews, inspectors, and other service providers your team works with. |
| Prospect | Potential owners or partners you are reaching out to through outbound campaigns. |
Contact profiles
Click any contact to open their full profile. Everything you need is organized into clear sections:Overview
Overview
Name, email addresses, phone numbers, company, and any notes. You can edit contact details directly from the profile.
Communication history
Communication history
Every conversation with this contact — across email, SMS, WhatsApp, and OTA channels — in a single timeline. No more searching through different inboxes.
Activities
Activities
Log notes, emails, and calls to keep a record of every interaction. Activities are timestamped and visible to your entire team. Click any activity in the timeline to open it for editing — update the details, change the type, or add additional context after the fact.
Linked properties
Linked properties
See which properties this contact is associated with — as an owner, guest, or vendor. Navigate to any linked property with one click.
Custom fields
Custom fields
Track additional information that matters to your operation — contract terms, preferred communication channel, referral source, or anything else.
Quick actions on contact cards
Every contact card has a three-dot menu with quick actions so you can manage contacts without opening each profile:- Edit — update the contact’s name, email, phone, or other details
- Merge — combine this contact with another to clean up duplicates
- Delete — remove the contact entirely
Merging duplicate contacts
Over time, duplicates happen — the same person might appear as both “John Smith” from an Airbnb booking and “J. Smith” from a direct email. Merging combines two contact records into one, preserving all communication history and activity from both.Choose the target contact
Search for the contact you want to merge into. Trellis shows you both profiles side by side so you can confirm they are the same person.
Importing contacts via CSV
Need to bring in a large list of contacts at once? The CSV import feature walks you through a guided 3-step flow.Upload your file
Go to Contacts and click Import. Drag and drop your CSV file or click to browse. You can also download a template to make sure your columns are formatted correctly.
Map your columns
Trellis shows a preview of your data and lets you map each column in your CSV to a contact field — name, email, phone, company, and any custom fields.
Converting unknown contacts
When someone reaches out by SMS or another channel and is not yet in your system, they appear as an unknown contact. You can convert them into a full contact record with one click using the Convert to Contact button on the conversation.Tips for managing contacts
Merge duplicates regularly
Duplicates are inevitable when contacts come from multiple sources. Clean them up to keep your communication history accurate and avoid sending the same person multiple messages.
Log activities
Record notes after calls and meetings. Your team will thank you when they can see the full history of every relationship at a glance.
Use CSV import for onboarding
Moving from another system? Export your contacts as CSV and import them into Trellis in minutes — no manual data entry needed.
Link contacts to properties
Connecting owners and vendors to their properties gives everyone on your team the full picture without switching between pages.