Contact Management

In the customer management panel in Skylight Desktop, you can find contact details. If you have the required permissions, you can also create or modify the contact's information.

  If the Contact Management panel does not display, contact your administrator to verify that your user role includes all Contact Management permissions.

Searching for Contacts

  1. If the customer management panel is collapsed, click the arrow () to expand it.
  2. In the Info tab, click the magnifying glass () to open the search text box.
  3. Optionally, select a filter from the drop-down menu such as name or email address.

    Selecting the All option searches any of the attributes. By default, the search uses the All filter if you don't select a specific filter.

  4. Enter a search term with at least two characters.

    You can broaden or narrow your search term depending on whether you surround your search term with quotation marks (" ").

    • With quotation marks (" "): Returns contacts that exactly match your query. For example, searching the contact name "John Jones" only returns contacts with that name.
    • Without quotation marks: Returns contacts that match part or all of the query. Results are ordered with the contact that most closely matches your query at the top. Any contacts that match part of your query follow it in the list. For example, searching the contact name John Jones returns the contact called John Jones, but will also return other contacts that match part of the search term such as John Smith or Marie Jones.
  5. Press Enter.

    Contacts that match the search term are shown in the search results.

  6. Optionally, click the x in the search text box to clear the search term.

Associating an Existing Contact with an Interaction

If you have the CONTACTS_ASSIGN_INTERACTION permission, you can associate an interaction to an existing record. This action is used if a contact doesn't match the incoming interaction or if multiple contacts match the incoming interaction.

To associate a contact with an interaction:

  1. Search for a contact.
  2. In the search results, click Select next to the contact.

Adding Contacts

If you have the CONTACTS_CREATE permission, you can add new contacts. When you receive an interaction that does not match a saved contact, you can add a contact so that the contact will match future interactions.

To add a contact:

  1. Search for a contact.

    The step ensures that there isn't an existing contact already.

  2. If a contact doesn't exist, click Create New Record on the search results screen.

  3. In the New Customer Record, enter the contact's details.

    The sections and fields available depend on the contact layout assigned to your tenant by your administrator. Enter phone numbers in E.164 format. For example, +12345678910.

  4. Click Save Changes.

Editing Contacts

If a customer provides new or updated information, you can update their contact record. You must have the CONTACTS_UPDATE permission to modify contacts.

To edit a contact:

  1. On the contact record, click Edit.
  2. Update the relevant fields with the new information.
  3. Click Save Changes.

Merging Contacts

If you have CONTACTS_MERGE_UNMERGE permission, you can merge duplicate contacts.

 

Merging contacts creates a new contact record and results in the loss of the interaction history associated with the original contacts.

Merged contacts can't be unmerged.

To merge contacts:

  1. Search for the contacts.
  2. In the search results, select the checkboxes next to the contacts that you want to merge.

  3. Click Merge.
  4. In Edit Merged Records, select the values that you want to assign to the merged contact record.

    For example, if each contact record has a different phone number associated with it, select the correct phone number for the contact.

    If the contacts have any details in common, such as the same country listed, the common value is assigned to the merged contact.

  5. Optionally, update any of the values that are selected for the merged contact.

    For example, you can update the contact name that you selected.

  6. Click Save Changes.
  7. In the confirmation message, click Yes to complete merging the contacts.

    Clicking No returns you to Edit Merged Record.

Deleting Contacts

If you have CONTACTS_DELETE permission, you can delete contacts. The contact is also removed from any interactions that are associated with it.

To delete a contact:

  1. Search for the contact you want to delete.
  2. Select the checkbox next to the contact.
  3. Click Delete.
  4. In the Delete Contact confirmation message, click Yes.

You might also be interested in: