Contacts

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:

Business Account List

Favorites List

Business Account List

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

 

Accessing your Business Account List

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Access it first by clicking on the “Contacts” icon [1] and the “Business contacts” tab will be selected by default.

In this list, you can check 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. Next to the search, you can find the “Filters” menu [4], where you will be able to filter by tags.

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].

 

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

 

Using Filters in the Business Account List

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Using filters can help you refine your search results. To open the Filters menu, press the Filters icon [1] on the far right of the screen, which will open a right-side panel with the following option:

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  • “Tags” [2]: search by the tags associated with contacts.

After making your choices, you will need to press one of the choices at the bottom:

  • Apply [3] - The filters will only take effect once you click this button.
  • Clear [4] - Click to reset all filters chosen.

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By applying the filters, you will be directed back to the Business Account list, where you will be able to see a purple badge filter indicator [5], over the "Filters" icon. This badge indicates how many filters are currently applied in your search.

The “Active Filters” bar [6] is now displayed as well, beneath the number of total contacts they have matched. This bar displays which filters are currently applied. You can remove each filter individually, by clicking the “X” icon [7] next to each name.

The Clear all [8] button at the far right of the bar will remove all filters from the search you have submitted.

 

Viewing the Contact’s Details

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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. 

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This opens up the Contact Details page containing all the information regarding the contact, which has the following organization:

  • Summary section with the main contact’s information [2]: This section is located on the left side of the screen of both Profile and Activity tabs and presents the following information:
    • Contact’s name.
    • Contact’s job title and company.
    • Contact’s tags and option to add/edit tags.
  • Profile tab [3]: this tab is open by default and contains information about:
    • contact’s information [4]: with the contact touchpoint’s information. The option for Click-to-Call [5] is always available, as well as the ability to copy some elements by using the “Clipboard” icon [6]
    • other details [7]: with more specific information about the contact, including custom fields and Tenant definition [8] (if configured by the admin).
  • Activity tab [9]: contains all the contact’s activity history

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

 

Viewing the Contact’s Activity

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On the initial “Contacts” screen, press the contact’s Name/Number [1], at the far left of the contact’s row. In the Contact details page, select the Activity tab [2]

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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.

Notes:

  • Data from the clipboard can be pasted/copied into a document or program using the "Paste" command.
  • Not all activities within an interaction are shown in Contact Activity as opposed to Activities. For example, an inbound call followed by a transfer will be represented just by an inbound call in Contact Activity.

 

Adding a New Contact

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

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A 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’ information

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

Note: Edit contact action is also available in the header of the Contacts details page.

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This 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.

 

Editing Contacts’ Tags

On the initial Contacts screen, press the contact’s Name/Number [1], at the far left of the contact’s row. This will open the Contact’s Detail page and, in the summary section, an action to add/edit tags is available.

To add a tag or edit the current set of tags:

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  1. Click on the Add/Edit tag button. This will open the tag’s edition mode.
  2. Start typing the tag. To submit the new tag press “Enter” or click in the “Add” option in the pop-up
  3. If there are tags introduced in the system that match your new tag, these will be suggested in the pop up and can be selected by the agent.

 

Deleting Contacts

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

Note: Delete contact action is also available from the Contacts details page, by clicking on the edit contact action and opening the edit form - the delete contact action is available on the header of the edit form.

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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.

 

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

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

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 your Favorite External Numbers

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

 

Additional Resources

 

 

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