Ways to Access Contacts

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

You can access contacts by

Searching and opening a list of contact results (see Contact Search, where the search combs all text and address/phone fields)
Contact Search results
Clicking on a photo on a contact pop-up
Clicking on a photo on a contact pop-up
Viewing a case
Mousing over a contact's name from a case
Clicking or mousing over the email address bar. Mousing over an email shows an email message icon to the right of it; clicking the icon creates a new email case with a new draft.
Mousing or clicking a contact's name in the email address bar
Browsing the directory and recent conversations list and mousing over a person's name or a conversation. Mousing over a phone number shows the SMS message and phone icons; clicking on either creates a new call or SMS chat. If there is a conversation with this contact already, the chat or call is merged into that conversation.
Mousing over a contact's name in the directory
Clicking on a photo on the top bar during a conversation
Mousing over a contact's name during a call
Clicking on a photo in the calendar when an event has a linked contact
Mousing over a contact's name linked to a calendar event
Entering a contact link in the Search input field
Using the Search input field
Clicking or mousing over on a contact link in an internal chat
Clicking or mousing over a contact during chat
Clicking on details presented to you in screen pop

Presentation of Contact Details

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

A Summary form presents the summary of a contact, name, photo, and essential addresses.
Contact details
A Detail form includes the same information as the Summary form, plus other detailed information, such as description, birthday, and so forth.
Contact details
The list of pending items shows cases and calendar events.
The list of associated completed activities shows all finished activities/interactions that are associated with the contact.
The list of associated cases shows all cases/emails associated with the contact.
List of cases

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