Update contact information during a conversation

Agents can also edit contact information during an interaction. For example, an agent in the Sales queue is on a call with a customer and updates the customer’s email address or mobile number. The agent can now view the updated contact information and, if required, can transition to an alternate interaction type, such as email.

To update contact information during an interaction
  1. Click Contacts and search for the applicable customer.
  2. In the Contacts window, under Contact Details, click Edit Contact.

    Optionally, you can hover over the avatar to view the Edit icon.

  3. In the Edit Contact window, update the contact details, and click Update.

    The handling icons are refreshed to reflect the updated details.

Parent topic: Contacts (WEB)