When a call is received or an item (email/webchat) is activated, the CRM database attempts to match the customer to a contact record (by using their CLI or email address to identify them) and pops up the record onto the agent’s screen. If the customer cannot be matched, you can search for them using other criteria, such as a post code.
You might also want to search for a customer’s details for placing an outbound call or sending an email.
Click play to watch a video on managing contact details.
Look up a contact record #
- On the sidebar menu click Contacts and a list of contacts is displayed
- Click the filter icon (
) - Enter the specific search term in the Search box. For example, a specific name. You must enter at least three characters
- Partial searches are supported. So, for example, if you search on “123”, all searchable data containing “123” anywhere in the field will be shown.
- A single search can be matched against multiple fields simultaneously. For example, if you specify “Dan” as the search criteria, all contact records with either “Dan” or “dan” will be shown
- To clear search criteria so that the complete Contacts list is displayed again, delete any characters in the Search box
- To display a customer’s details and contact information, plus any previous interactions with the customer, select the customer record in the Contacts list
| Note: When searching any unicode characters are allowed, including whitespace and accented letters. The characters are not case-sensitive. |