General Information About Contacts

Bright Pattern Documentation

Generated: 11/27/2021 12:10 am
Content is available under license unless otherwise noted.



Search

The Contacts Search page allows you to search all stored contacts in your contact center, as well as manage contact entries, view contact details, navigate to activity history, and browse cases.

Clicking on any contact's name in the list of contacts will open the Details form for that contact, which displays all contact information available for that individual person.


Contacts Search


How to Use Search

In the text entry field at the top of the screen, you can enter search terms for quick lookup of specific keywords found in stored contacts. If your search returns results, you will see a list of contacts that include the search term you entered.


Enter search term


Managing Contacts

Buttons at the bottom of the Search page allow you to manage contacts.


Managing-Contacts-Search-50.png



Accessing Cases

From the Search page, you can navigate to Cases by clicking the Cases tab at the top right of the page. Any stored cases that you have handled will be listed on the screen. You can sort and search cases.


Cases tab


To return to Contacts Search, click the Contacts tab.


Searching Contacts and Cases

You may search contacts and cases for the following information.

Company

Company names may be searched for either whole or in part; the search recognizes individual words. To search for a company by name, enter company: XXX. Note: XXX represents the name of the company.

Date of Birth

You may search for the date of birth of a contact in your local date format. For example, in the US, the local date format is DD/MM/YYYY. To search for a specific date of birth, enter dob: DD/MM/YYYY.

Email

If you are familiar with a case or customer's email address, you may search for it. In the example shown, entering the complete email address in the search string input field returns all matches in the system. Additionally, entering the search tag email: XXX, will search email fields specifically. Note: XXX represents an email address.





Ways to Access Contacts

On the Agent Desktop, there are many ways to display a contact's details.

You can access contacts by


Presentation of Contact Details

A contact's details are displayed as either a form or a list.

The contents of forms can be edited by clicking the Edit button.




How to Create a New Contact

There are several ways to create a new contact (i.e., add a new record) in Agent Desktop. You can enter details for a new contact manually via the Contacts search results, or you can add a new record quickly from a number of contact summary pop-ups. The ways to create a new contact are described as follows.


Search Results

  1. On the Contacts Search results list, click the Create button at the bottom of the screen.
    Filling in the contact Details form
  2. The Contact Details form will open, and from there, you can enter all contact information.
    Filling in the contact Details form
  3. Click Save.


"Add New" Option on Contact Pop-Up

  1. On the Active Conversations List, click the Recent tab.
  2. Hover your mouse cursor over the contact's name.
  3. If no details have been saved for that contact, the contact summary pop-up will provide links labeled new contact and add to existing.
    Click "new contact"
  4. Click new contact.
  5. The Add New Record pop-up will appear with four basic fields to complete: name, phone extension (which may be pre-filled for you), email, and photo.
    Add New Record
  6. Click Create to create a simple record quickly, or click Add and Edit to add more information to an existing contact.


Calendar

  1. On your calendar, add a new event.
  2. Click the + sign at the bottom of the pane where you edit event details. The + sign allows you to assign a contact to the event.
    Assign a contact to a calendar event
  3. Click Enter manually (or directory).
    Assign a new contact by typing in the name
  4. Enter the name of the new contact and select the checkbox for create contact.
    Type in the name of your contact
  5. At the top of the pane, click Save. If you do not save the event details, your new contact will not be created.
    Save details




How to Edit to an Existing Contact

After a contact has been added, it may be necessary to add to or change the listed information. Note: In order to edit a contact's information, the privilege must be enabled by your contact center administrator.


Editing an existing contact's information


To edit an existing contact's information, follow these steps:

  1. Go to the Contacts section.
  2. In the Contacts tab, find the contact that needs editing.
  3. To view the contact's information, either double-click on the contact name or highlight it and click the Open My-Cases-Edit-Contact-Open-Button-52.PNG button.
  4. After opening the contact's information, click Edit My-Cases-Edit-Contact-52.PNG to add to or remove information.
  5. When you are finished editing the contact's information, click Save My-Cases-Edit-Save-Contact-52.PNG.
  6. If you made edits to a contact's information but do not want to save them, click Cancel My-Cases-Edit-Cancel-Contact-52.PNG.


Contact Augmentation

If your contact center is integrated with an external database (e.g., NextCaller), it is possible to merge matching customer contact information through augmentation. Note the setting that allows augmentation must be configured by your administrator in order to work.


When augmenting a contact, choose which information to merge in Agent Desktop


To augment an existing contact's information, follow these steps:

  1. Go to the Contacts section.
  2. In the Contacts tab, find the contact that needs editing.
  3. To view the contact's information, either double-click on the contact name or highlight it and click the Open My-Cases-Edit-Contact-Open-Button-52.PNG button.
  4. After opening the contact's information, click Augment My-Cases-Edit-Augment-Button-52.PNG and a directory will open.
  5. Click the boxes next to the information you wish to merge into Agent Desktop; you may choose to import all contact information from another site (e.g., LinkedIn) or only specific fields (e.g., Name, Email, etc.).
  6. After selecting the information, click OK My-Cases-Edit-Augment-OK-Button-52.PNG.
  7. If you do not wish to proceed with the augmentation, click Cancel My-Cases-Edit-Augment-Cancel-Button-52.PNG.

Note: If you do not have an integrated external database and click Augment, a small pop-up window will display the message, "No data."


No integrated database message



Cases

The Cases tab is where you may search for cases associated with a selected interaction. Cases are useful as they keep track of not only the interactions, but also related notes from multiple agents, and any subsequent follow-up activities, all the while keeping the content available to anyone on your team.


By default, cases are emails; however, cases also may be created from chats or calls. Cases can be filtered by status (active or closed) or by additional filters; these filters are:


For additional information about creating cases, see the sections Understanding Email Cases and Threads and How to Create a Case from a Chat Session.


Searching for a Case

To search for cases, use the search bar at the top of the contacts section; searching may take place while on active calls or chats. You may search for cases by name, case number, or case title. The results of the search will appear under the Cases tab of the Contacts section. Additionally, cases may appear as a tab in the Selected Conversation’s Documents section if you are having an active conversation. If you have not sent an email from the case, it will be listed as Active; cases where a follow-up email was sent will be listed as Closed.


Search for cases in Contacts


Sending Follow-Up Emails from Cases

When selected, the case with the chat transcript will appear in the right panel; click the Open Open-Case-50.PNG button at the bottom of the panel. From here, you will have the option to send the customer a follow-up email, flag it, or transfer the case to another agent. To transfer the case, click the transfer Cases-Transfer-Button-50.PNG button. When an email is sent, it will be included in the case record.


Opening a case allows you to email the customer