This article details how Talkdesk Contacts works with the Advanced Dialer.
While the agent is reserved in the tethered call, the Contact information in the UI will not show any contact information, only the number of the tethered call.
When a contact is presented or connected with the agent, the behavior will differ depending on the dialing mode.
- For predictive calls, the Contact Information will automatically be refreshed in the Conversations tab with record data when a contact is connected to the agent.
- For preview calls, the Contact Information will show updated record data when a contact is presented on the Preview screen.
In these scenarios, the Contact shows the Phone Number and Name, if applicable.
Additionally, contact information from the Advanced Dialer will appear in the Contacts app and when using the contact fields, you will be able to create events. The fields and their definitions can be found in the table below.
| Field | Mandatory or Optional? | Definition |
| Phone Number | Mandatory | This is the phone number being dialed. |
| Name | Optional |
This is the Customer Name Field configured by our partner in their system. This can be customized on an entity level. |
| Optional | This is populated when the record has a field with an Entity Property Name called ‘Email’ in the Campaign Manager. | |
| Address | Optional | This is populated when the record has a field with an Entity Property Name called ‘Address’ in the Campaign Manager. |
| Custom fields | Optional | All the other customer fields will be added as Custom Fields in the Contacts. |
Below is an example where the Name, Phone Number, and Email were updated and the other fields were added as custom fields (eg: CustomerID, First Name, Surname, MainNumber).
There are scenarios where a new contact is created from scratch and others where an existing contact is used. More details below:
- If the Advanced Dialer record has the same Contact Name and Contact Phone Number as an existing contact, the call will be associated with the existing contact (no new contact will be created).
- If the record has the same Contact Phone Number but a different Contact Name, a new contact will be created.
- If the record has a new Contact Phone Number, regardless of the Contact Name, a new contact will be created.
The contact fields available for Advanced Dialer automation are available in this article.