Agents have the ability to create contacts on the contact card, this will allow interactions with clients to be stored in one location and more easily accessible for agents, having saved contacts also enables various contact card functionality.
There are two ways to create a contact, either from scratch or via an interaction with an unknown contact.
The first process displayed is how to create a contact from scratch:
Step 1: Click on the “Create Contact” option
Step 2: Enter the first name and the last name of the contact which you would like to add and then click on the “Save” option.
Step 3: Click on the “Edit” option
Step 4: Your edit contact screen will now be available
Step 5: Select the title of the contact
Step 6: Select which region the phone number is from
Step 7: Enter the details into the appropriate fields. Additional mobile numbers and email addresses can be added by clicking on the “+” symbol. Click “Save” when all of the contact details have been entered.
Once you have entered all of the contact information and click save, your contact will be added and available for interaction.
The second way to add a contact ( an interaction with an unknown contact) is displayed below:
Step 1: Once the interaction has been engaged you will see the details on the left-hand side of your contact card. The name will state “Unknown” with the contact number below. Click on “Create Contact”.
Step 2: Enter the contact name and surname, then click “Save”.
Step 3: Your contact details will be successfully saved.
Deleting a contact from the agent dashboard
There is no way for an agent to delete a contact entirely as a first and last name will always be required for any contact.