Creating Custom Contacts
- Josh Daugherty (Deactivated)
- John Kargol
The Custom Contacts page within the configuration panel gives Admins the power to add, update, or delete contacts on a per agent, user group, or global basis. These contacts would be in addition to the User-defined contacts that are available on the End User Dashboard. From an agent-perspective, these custom contacts are available on the Contacts tab.
In the example below, you can see the Custom Contact created for all agents by the Admin (Global_Contact Name ) doesn't allow the End User to edit or update like the user-defined contact (John Smith ). Custom Contacts will display anywhere the Contacts Tab is shown (such as the Outbound Q Dialer and when performing a transfer.
To get started with Custom Contacts, navigate to Admin > Configuration > Custom Contacts . Here, you'll be able to see all Custom Contacts for your organization.
Create additional Custom Contacts by Importing Contacts as a CSV or create contacts individually through the Add New Contact button.
Note: When “Importing Contacts” there are at least two required fields; otherwise the import will fail to upload. The required fields are phone1Type and phone2Type and can be used with the phone types “work”, “home”, or “mobile.”
For existing contacts, use the Filter options to search, filter by assigned Agent or filter by assigned User Group. Any contacts displaying "N/A " for the Assigned Agent or Group are Global Custom Contacts and are available to all Sharpen Users.
Creating a New Custom Contact
Admin > Configuration > Custom Contacts > Add New Contact
Adding a new Custom Contact is pretty straightforward. You'll need to fill in the basic contact information ( at least Firstname, Lastname, and Phone Number), and then define where the contact will be displayed . By default, new Custom Contacts will automatically be assigned globally . To limit the Custom Contact to specific Agents or User Groups , click the Add button in the respective category. To save your contact, click the green Add button at the bottom of the screen.
At this point, you're all set with your Custom Contact.
Below, we will dive into a few examples that show how your custom contact will display within the Agent Interface.
Transferring an Interaction to a Custom Contact:
Custom Contacts will display with the teal Star Icon.
Within the Contacts tab on the Sharpen Q Phone:
Custom Contacts will display with the teal Star Icon.
Within the Contacts tab on the End User Dashboard:
Custom Contacts will display with the teal Star Icon.