Each contact record includes essential information such as name, address, phone numbers, email, and communication preferences. You can easily create, edit, and organize these records, which helps maintain a clear overview of customer interactions and preferences.
Search for the Contact icon on the options menu.
Creating a Contact
Click Plus (+) and fill out the contact details. Click Save when done.
Information Tab
|
Field Name |
Description |
|
First Name |
The contact’s first name. |
|
Last Name |
The contact’s last name. |
|
Address |
The contact’s address. |
|
Address 2 |
The contact’s address. |
|
City |
The city in the contact’s address. |
|
State |
The state in the contact’s address. |
|
Zip Code/Postal Code |
The zip/postal code in the contact’s address. |
|
Country |
The contact’s country. |
|
Timezone |
The time zone the contact is in. |
|
|
The contact’s email address. |
|
Phone |
The contact’s main phone number. |
|
Mobile |
The contact’s mobile phone number. |
|
Fax |
The contact’s fax address. |
Preferences Tab
|
Toggle Button |
Description |
|
Email Preference |
Enable it if the contact prefers to receive email communications. |
|
Chat |
Enable it if the contact prefers to receive Chat communications. |
|
Voice |
Enable it if the contact prefers to receive voice communications. |
|
SMS |
Enable it if the contact prefers to receive SMS communications. |
Notes Tab
The notes tab lists the associated contact notes created during communication with them or after-call work.
Additional Tabs
Depending on the choice of custom fields associated with the contact record, you may find additional panels containing this information.
Assigning a Contact to a Workitem
Not all incoming workitems will be associated with an existing contact record. If a workitem displays “No Contact Found” at the top of your workspace, you need to decide if you want to associate the workitem with a contact or create a new contact for this workitem.
Creating a Contact Record
When you accept an interaction/workitem from a contact, you can create a contact record so that all the information that was recorded about that customer is displayed in your workspace. This information provides some familiarity with the contact and the contact’s previous activities or issues. To easily track the relationship between a contact and the business/company they work with, an Account (Account Identifier) can be assigned to a Contact.