Creating Custom Contact Layouts

You can create a custom contact layout to customize the details that are displayed on contact records in Skylight Desktop.

If you don't create a custom layout, the default layout is used in the customer management panel for creating, editing, or viewing contacts.

  The default contact layout is inherited and can't be edited.

The default contact layout contains the following attributes:

  • Name
  • Email
  • Phone
  • City
  • State/Province

When you create a custom contact layout, you can include custom attributes.

Layouts are made up of attributes and categories:

  • Attributes contain information about a contact such as name, phone number, or city. Mandatory attributes must be included in the layout and agents must enter a value when they create contacts.
  • Categories are groups of attributes for the layout. The category name shows at the beginning of the group of attributes. You can have multiple categories in one layout. By default, there is a Mandatory Attributes category that contains any enabled, mandatory attributes in your tenant. For example, you could have a category called Customer Details that includes the attributes Name, Email, and Phone.
 

Do not add a mandatory attribute to an active contact layout that agents are currently using. Agents that are currently logged into Skylight Desktop won't see the changes until they log out and back in. Because they won't be able to see the mandatory field to add the required information, they are unable to save new contact records or updates to existing contact records.

If you need to modify an existing layout to include a mandatory attribute, add it to the layout before you make it mandatory. Update the attribute to be mandatory after your agents have had an opportunity to log out and back in to Skylight Desktop.

To create a custom contact layout:

  1. Go to Configuration > Contact Layouts.
  2. Click Create.
  3. In the details panel, enter a Name for the layout.
  4. (Optional) Enter a layout Description.
  5. To add a category, click + next to Layout.
  6. Enter a Category Name.

    For example, Customer Details.

  7. (Optional) Add Category Localization details:
    • Label: Enter the translation for the category name.
    • Language: Select the language locale that corresponds to the translated category name.
    Language NameLanguage Tag
    Chinese- Simplifiedzh-CN
    Chinese - Traditionalzh-TW
    Czechcs-CZ
    Dutchnl-NL
    English - Great Britainen-GB
    English - United Statesen-US
    Finnishfi-FI
    French - Canadafr-CA
    French - Francefr-FR
    Germande-DE
    Italianit-IT
    Japaneseja-JP
    Koreanko-KR
    Norweigiannb-NO
    Polishpl-PL
    Portuguese - Brazilpt-BR
    Spanish - Spaines-ES
    Swedishsv-SE
  8. (Optional) Click + next to Category Localization to add additional translations for the category name.

    Click x next to any translations to delete them from the category.

  9. From the Contact Attribute menu, select a contact attribute you want to add.

    The drop-down menu includes contact attributes that are not already included in the contact layout.

  10. Click Save.
  11. (Optional) Add more contact attributes to the category:
    1. Click + next to the category name.
    2. From the Contact Attribute menu, select a contact attribute.

      Only contact attributes that aren't already in the category are listed.

    3. Click Save.
     To remove contact attributes from a category, click the x next to the contact attribute name. Mandatory attributes can't be removed from the layout.
  12. (Optional) Organize the contact layout:
    • Click and drag categories up or down to the desired location in the layout.
    • Click and drag attributes up or down to the desired location in the category.
  13. Click Submit.

Enabling the Contact Layout

To enable the contact layout to use in Skylight Desktop, click the toggle next to the

  • A green toggle () indicates that the layout is enabled. You can only have one enabled layout at a time. After you enable a layout, the previously enabled layout becomes disabled.
  • A gray toggle () indicates that the layout is disabled.

  If you make changes to the contact layout that is enabled, agents who are currently logged into Skylight Desktop need to log out and then log back in to see the changes.

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