Contacts (WEB)

The Contacts button enables you to search for contacts and communicate with them by Voice, Email, Chat, or SMS.

Figure 1. Contacts button


Using the Contact button in Ignite, agents can search for employees who are configured in YourSite Explorer and Active Directory as well as contacts who have been added as customers. They can also search for queues. By default, when clicking the Contact button all contacts are available to be searched but agents can filter their search by Employees, Queues, Active Directory, and External.

Note:

For an Active Directory contact to be displayed in a Web Ignite contact search, at least one of the following must be configured for the contact: email, phone number, or mobile phone number.

Contacts that you have often contacted are listed under Contact History. You can edit or delete a contact that is listed in Contact History. Hover over the contact avatar and click Edit to modify the contact information, or click the X button to remove the contact from Contact History.

Agents can view cases associated with a contact thus enable them to have an overview about the customer’s calls before handling the customer issue.

For information on using Contacts, see "Sending outbound emails", "Sending outbound SMS contacts", or "Making calls".

The following section explains how to
  • Add new contact information
  • Edit an existing contact information
  • Import contacts from .CSV files
  • View cases associated with a contact
  • Merge Contacts
To add contact information
  1. Click Contacts, and click Add Contact.
  2. Provide all necessary information and click Save.
To edit an external contact information
  1. Click Contacts. In the Search field, type the external contact name you want to edit. A list of contacts matching the search are displayed.
  2. Hover over the contact avatar and click Edit, or click the contact and then click Edit.
  3. In the Edit Contact window, under Details tab, modify contact information and click Update.

    If history information is available for the selected contact. You can view information such as old phone numbers or old email addresses, are listed under History tab.

    Note:

    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 import contacts from CSV file
  1. Click Contacts and then click Import Contacts.
  2. In the Import Contacts window, click Browse to select a .csv file and import all contacts from it.
    Note:

    .csv file contains a list of personal contacts in the “Name, Email, Phone number, Mobile number” format.

    For example: Jon Doe,jon.doe@email.com,6137109876,6137658765

    Scott Alan,scott.alan@express.com,,5879856541

    Jon Doe,,5096308945

  3. Click Import.

    Ignite confirms the import by displaying the following message “Contacts imported successfully”.

Note:

If the CSV file contains duplicate records, the system alerts you; based on the preferences set in the Customization page, the import action is either terminated or continued. Ignite confirms the import status by displaying a message; for example, “Process completed. 10 successful, 2 already exists, 3 unknown”.

To view cases associated with a contact
  1. Click Contacts. In the Search field, type the contact name you want. A list of contacts matching the search are displayed.
  2. Hover over the contact avatar and click Cases.

    The Cases that the employee is associated to are displayed.

Merge External Contacts

As an agent or supervisor, you can manually merge two external contacts to clean up duplicate contacts.

For example, you can merge duplicate contacts with the following information:

CONTACT NAME EMAIL PHONE EXTENSION MOBILE PHONE
         
Juan   4556677999 333 9454345444
Juan Mata Juan.matta@as.com 4556677999 334 ;

After you merge two contacts, the resultant contact is as shown below:

CONTACT NAME EMAIL PHONE EXTENSION MOBILE PHONE
         
Juan Mata Juan.matta@as.com 4556677999 334 9454345444
To merge external contacts
  1. Click Contacts, and in the Search field, type the contact name.

    Ignite displays a list of contacts matching the search.

  2. Under Results, hover over the source contact avatar and click Merge. Alternately, click the source contact and then click the Merge icon.

    The Merge Contacts window is displayed with details for the selected source contact.

  3. In the Merge Contacts window, in the Search field, type the target contact name.

    Ignite displays the contact you have searched for.

  4. Hover over the target contact avatar and click to select it and click OK.

    In the Merge contacts window, the source and target contact details are displayed.

  5. In the Merge Contacts window, from Select Fields, select the contact details you want to display in the merged contact. The selected details are displayed under Result Contact. A dialog box appears, displaying the message: “Are you sure you want to merge these contacts?”.
  6. In the dialog box, click OK to merge the contacts.
    Note:

    When you merge external contacts, the changes are updated in cases and their associated calls.

Parent topic: Ignite
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