Contact Book

The Contact Book is a key functionality within the contact center, allowing agents to efficiently register, update, and manage customer information.
Through this tool, agents can:

• Consult information of customers who have already interacted with the platform.
• Register new contacts when attending a conversation for the first time.
• Update details of existing customers with new relevant information.

This facilitates more personalized attention and improves the management of interactions in digital channels.

Adding a contact from chat

• From an active conversation:
  
  • Click on the "More options" button (icon of three parallel lines).
  • Select the "View contact" option.
  • A window with the contact form will open.
  • If the contact already exists in the database:
    • The previously stored information will be displayed.
    • The agent can edit and update the data if necessary.
  • If the contact is new:
    • A blank form will be displayed where the customer's data must be entered.
    • Once the information is completed, click "Save".

Contact form elements

When modifying a contact, there are 4 tabs:

• Contact: This tab contains the user's general information. The parameters of this section are:
  • First name.
  • Last name.
  • Company.
  • Position.
  • Identification.
  • Tags.
  • Phone, where the communication channel can be indicated (WhatsApp, Telegram, Facebook Messenger, WebChat, etc). The phone number can also be indicated.
  • Email.
• Notes: In this tab, additional information about the contact can be added. The following details are included:
  • Note creation date.
  • Author.
  • Note text.
• Call History: In this tab, the call history of the current contact can be reviewed. They can be filtered by:
  • Call direction: All, inbound, and outbound.
  • Call status: All, answered, no answer, busy, and failed.
  • String match search.
• Chat History: Here, a list of the contact's historical chats is shown, displaying the following parameters:
  • Representative icon of the conversation's attention channel (Telegram, WhatsApp, Instagram, etc.).
  • The contact's name.
  • The date and time the chat started.
  • The duration of the chat.
  • The agent or bot who handled the interaction.
  • The closing and classification tag assigned to the chat, if any.
  • CSAT Rating or call rating.
  • It is possible to filter by dates and string matches.
  • It is also possible to click on a specific chat and get a detailed view similar to the digital channel history.

Accessing the contact book

It is possible to access the contact book by clicking on the white arrow button with a blue background located at the top right of the screen. This will display a list of all registered contacts, and by clicking on one of them, their data can be modified. From this section, it is also possible to perform actions such as importing and exporting contacts in bulk, managing tags, broadcasting, and creating groups.

Benefits of the contact book

• Improves the customer experience by having previous information for more personalized attention.
• Speeds up attention by avoiding the need for the user to repeat their data in each interaction.
• Facilitates the follow-up of customers who require attention on multiple occasions.
• Optimizes campaign management by allowing segmentation and analysis of interactions based on stored data.

The Contact Book is an essential tool in managing interactions in digital channels. Its proper use allows storing and updating customer information, speeding up attention, and improving the quality of the service provided.

If there is any incorrect or incomplete information, or additional information needs to be generated, please write to isscc@issabel.com