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• 5.19 • 5.3 • 5.8

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.


  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
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