Creating a new contact record

When a call is received or an item (email/webchat) is activated, the system attempts to match the customer to a contact record (by using the caller’s CLI or email address to identify them) and pops up the suggested contact record onto your screen. If the customer cannot be matched or if they are not the suggested contact, you can create a new contact record.

Click play to watch a video overview on managing contact details.

Create a contact record #

1. On the sidebar menu click Contacts and a list of contacts will be displayed
2. Click the (+) plus icon
3. (Mandatory) For name, enter the customers name
4. For Customer Number, enter the customer’s account number
5. For Phone, enter the customer’s landline number
6. For Mobile, enter the customer’s mobile number
7. For Email, enter the customer’s email address, in the format local-part@domain, for example, jsmith@example.com.
8. For Address, enter the customer’s street address
9. For Town/City, enter the customer’s postal town or city
10. For State/Region, enter the customer’s state or region
11. For ZIP/Postal Code, enter the customer’s ZIP or postal code
12. For Country, select the customer’s country from the dropdown list
13. For Social Media, enter the customer’s profile address on social media
14. Define any custom fields to be displayed in the dialler for an agent handling inbound calls to see and/or edit
15. Click Save

Note: For each input you can enter up to 100 characters and any unicode characters are allowed, including whitespace and accented letters.