Directories
- John Kargol
In Sharpen, Directories serve as an organized collection of contacts that can be managed through a dedicated administration page. Here, administrators have the capability to create new directories, edit existing ones, and delete directories that are no longer needed. Each directory is customizable through a definable schema that allows for tailored fields to capture the specific information your organization requires. Schema updates can be applied as needed, ensuring that directories evolve alongside your needs. Within each directory, contacts can be created individually or imported in bulk for efficiency. Once contacts are added, they can be edited or deleted to maintain accurate and up-to-date information. Additionally, personal directories allow users to define and update schemas unique to their own collections of contacts, providing a more personalized organization of contact information. This comprehensive directory management system offers flexibility and control, supporting both organizational and individual needs in a seamless manner.
Using Directories
Directories can support a variety of use cases within an organization. Here are some examples of situations where they are especially valuable:
Managing Customer Accounts for Client-Facing Teams: For teams that interact with clients or customers, directories allow the organization to centralize and customize contact information by client account or department. This ensures that teams have easy access to up-to-date contact details, client-specific notes, and other relevant data, leading to improved customer service and faster response times.
Maintaining Vendor and Partner Contacts: Organizations often work with various vendors, partners, and contractors. Directories provide a structured way to manage and organize this external contact information. Customizable schema fields can include categories such as “Vendor Type” or “Contract Renewal Date,” ensuring that partner information is organized and accessible across departments.
Facilitating Internal Communication Across Departments: Directories can also be used to organize and maintain internal contact lists, especially in large organizations with multiple teams and locations. Departments can manage their own internal directories to keep team information current, enabling seamless collaboration and easy communication between departments, especially in hybrid or remote work environments.
To access directory management options, navigate to Admin → Configuration → Directories. As an administrator, you can perform the following actions:
Create a new directory
Edit an existing directory
Delete an existing directory
Define directory schema
Update directory schema
Create contacts within a directory
Import contacts to a directory
Edit contacts in a directory
Delete contacts within a directory
Define personal directory schema
Update personal directory schema
Configuration
Main Page
Select + New to create a new directory.
Use the search feature to locate a specific directory.
Modify details of an existing directory as needed.
Remove a directory that is no longer required.
Toggle between Light and Dark mode for display preferences.
Creating a Directory
After selecting + New on the main Directories page, you will be directed to a configuration page where you can customize your directory layout. Here, you can add, remove, or rename fields, and specify each field's type as either a string or a phone number.
There are two types of field configurations available: String and Phone Number. A String is a text-based field that can include letters, numbers, and special characters. A Phone Number field, however, only accepts numeric digits, ensuring accurate contact information formatting.
Adding a Contact to a Directory
To add a new contact, click on + New Contact and complete the relevant fields according to your customized layout.
Importing Contacts to a Directory
To import a large list of contacts, you can use the bulk import feature with a CSV file. Click on "Import Bulk Contacts" to access the import menu, where you can download the directory template or upload a CSV file. To upload, simply drag and drop the file into the designated area in the interface, or click "Upload CSV" to select the file from your computer.
We recommend clicking “Download Directory” to obtain a properly formatted CSV template for importing contacts. Please note that if the CSV is not correctly formatted, the upload process will not succeed.
Enabling Access to Directories
Directories can be enabled or disabled based on the user group configuration. To do so, navigate to Admin → Settings → User Groups, select the desired user group, and scroll to the bottom of the page to find the Q Phone Tabs section. To enable directories, select "Yes" from the drop-down menu; to disable, select "No."
Directories can also be enabled on an individual user basis, rather than by user group. To do this, navigate to Admin → Settings → Manage Users, select the appropriate user, locate the Q Phone Tabs section, and toggle the Directories tab on or off according to your preference.
If directories are enabled on an individual user basis, any updates made to the user's group by an administrator will override these individual settings, applying the user group configuration instead.
Accessing a Directory in the Sharpen Q
Once directories are enabled for a user group or individual user, they will become a selectable option in Sharpen Q. This allows users to access contacts, enabling agents to efficiently connect with the necessary resources to streamline their work.