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Contacts

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The Contacts app, a part of Agent Workspace, is where you can access all contacts lists available for your account in one single app. In the Contacts app, you can find your business account’s contacts and a list of your account’s favorite external numbers.

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Please use the index below to learn more about:

Account List

Favorites List

Account List

The account list is where you can access, edit and add new business contacts, as well as search through their information and activity. 

 

Accessing your Account Listimage7.png

Access it first by clicking on the “Contacts” icon [1] and then selecting the “Account” tab.

The app indicates the number of existing contacts [2] in the top-left corner of the page. In the top-right corner is a search box [3], where you will be able to search for contacts by their name, number, email address, or company name.

 

Note: The number of contacts displayed on each page is 10.

 

By clicking on the “Click-to-Call” [4] button next to each contact, you will be able to call that number instantly and with no extra steps or delays.

The bottom-left corner of the screen displays the number of pages [5] existing in your contact list. You can go through them one by one, or choose to jump to a specific page number [6].



Adding a New Contact

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On the initial “Contacts” screen, hit the New contact button [1]. 

Screen_Shot_2022-03-29_at_3.43.31_PM.pngA new screen [2] will pop up where you can fill in the contact’s details: 

  • Name.
  • Number(s).
  • Emails(s).
  • Job title.
  • Company.
  • Industry.
  • Website.
  • Address.

In addition to these default fields, custom contact fields defined at the account level can also be available. Custom fields allow you to add relevant information to Contacts' profile page in addition to the default fields already provided. 

 

Note: For more information about how to configure custom contact fields at the account level, please refer to this link

 

After completing the profile with the information, you can save the contact to your list by clicking the Save [3] button. 

 

Note: Before hitting Save, you must add at least the name, phone number or email address. 

 

You may also press Cancel [4] to return to the Contacts List without saving the added information.

Alternatively, you can upload a CSV file with your contacts or import your contacts directly from an external system like your CRM or Helpdesk. To do this, simply integrate the system with your Talkdesk account.

 

Note: Actions to create new contacts will only be available for roles with Create permission for Contacts. For more information about defining and editing permissions, please check our article on Roles and Permissions.

 

Editing Contacts

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On the initial “Contacts” screen, press the “Edit” icon [1], at the far right of the contact’s row. 

Screen_Shot_2022-03-29_at_3.45.45_PM.pngThis will open a page [2] similar to the “New Contact” one, where you can change and/or eliminate any information you deem relevant, from that contact’s profile.

When you’re done, click Save [3]. You may also click on Cancel [4] to return to the Contacts List without saving the added information. Pressing the Delete [5] button will eliminate the contact.

 

Note: Actions to edit contacts will only be available for roles with Update permission for Contacts. For more information about defining and editing permissions, please check our article on Roles and Permissions.

Deleting Contactsimage6.png

On the initial “Contacts” screen, press the “Delete/Bin” icon [1], at the far right of the contact. 

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A pop-up message will then appear [2], asking you to confirm your decision to eliminate this contact from your list.

 

Note: Actions to delete contacts will only be available for roles with Delete permission for Contacts. For more information about defining and editing permissions, please check our article on Roles and Permissions.

 

Viewing the Contact’s Profile

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To find more details on each contact’s information, on the initial Contacts screen, press the contact’s Name/Number [1], at the far left of the contact’s row. 

Screen_Shot_2022-03-29_at_4.06.56_PM.pngThis opens up a window that shows the contact’s “Profile” [2] by default. All the information regarding the contact is available here. 

This window features links for you to Edit [3] or Delete [4] the contact. “Tags” [5] are a way to categorize contacts (e.g., Salesforce). The apps feeding information about this contact will be identified here.

The option for Click-to-Call [6] is always available, as well as the ability to copy some elements by using the “Clipboard” icon [7].

 

Note: Data from the clipboard can be pasted/copied into a document or program by using the "Paste" command.

 

Viewing the Contact’s Activity

image3.pngOn the initial “Contacts” screen, press the contact’s Name/Number [1], at the far left of the contact’s row. This opens up a window that shows the contact’s “Profile” by default. 

image4.pngClick on the Activity [2] tab. Here you will be able to see what type of activity was registered [3] (including call types, SMS, support tickets, cases, and others), which agent handled the issue [4], when it was handled [5], disposition information of the interaction [6] and the call’s duration [7] (if applicable).

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Clicking on each specific row will open a right-side panel with the “Activity Details” [8]. Here you can find more information regarding:

  • “Activity type”: The type of activity.
  • “Contact”: Click-to-Call is also actionable in this menu, by pressing the contact’s phone number or the “Telephone” icon.
  • “Via”: The number that received the call.
  • “Agent”: The agent in your organization who handled the call.
  • “Ring Groups”: The ring group(s) associated with a specific voicemail.
  • “When”: Date and time of the call.
  • “Duration”: How long the call was, in minutes or seconds.
  • “Interaction ID Number”: You can click the “Clipboard”* button to copy the interaction ID.
  • “Call Recording Player”: When applicable, you can click this player to listen to the recording of the call. The player is located at the bottom of the screen and features the following options:
      • “Play” [9].
      • “Mute” [10].
      • “Rewind 30 Seconds” [11].
      • “Fast Forward 30 Seconds” [12].
      • “Speed up the Sound” [13].

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In the “Wrap-up” tab [14] you can find more information regarding:

  • “Dispositions”: the disposition selected in the wrap-up by the agent
  • “Notes”: the note left in the wrap-up by the agent

Note: Data from the clipboard can be pasted/copied into a document or program using the "Paste" command.

 

Favorites List

The “Favorites” list is where you can find your account’s favorite external numbers and start a call to any of these numbers.

Accessing your Favorites List

Click the “Contacts” icon [1] and then select “Favorites”.

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The app indicates the number of existing contacts [2] in the top-left corner of the page. In the top-right corner is a search box [3], where you will be able to search for contacts by their name and number.

 

Note: The number of contacts displayed on each page is 10.

 

By clicking the “Click-to-Call” [4] button next to each contact, you will be able to call that number instantly.

The bottom-left corner of the screen displays the number of pages [5] in your contact list. You can go through them one by one, or choose a specific page number [6].

 

Managing Favorite External Numbers

To learn more about how to manage your favorite external numbers, please check this article.

 

Additional Resources

 

 

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