Announcing Contact Details updates in Help center

Announced on	Rollout starts	Rollout ends
Jan 18, 2022	Jan 18, 2022	Jan 21, 2022

We are delighted to announce that we updated the contact details experience to give your customers better self-service control over their contact information. Your customers can now add up to 10 email addresses and phone numbers or remove email addresses and phone numbers that they no longer need. 

What’s changing, and why?

Previously, help center profiles were only able to display one primary email address and one phone number. Therefore, your customers could have multiple emails and phone numbers in their Support profile that were not reflected in their help center profile. 

We have extracted email addresses and phone numbers to a new Contact details modal to give your customers the ability to manage their contact information without contacting the customer support team. Customers can now add up to 10 email addresses and phone numbers. They can also delete email addresses and phone numbers, request verification emails, and assign primary emails and phone numbers. See Help Center guide for end users.

How will this affect me?

We’ve added links to Contact details in two places. First, your customers can click Manage contact details in the Edit user profile modal to open the new Contact details modal.

In addition, if you have an unmodified Copenhagen theme (see Using the standard Copenhagen theme in your help center), your customers can now open Contact details directly from the user profile drop-down menu. You might not see changes to the theme immediately as we are rolling out the update to the Copenhagen theme over the next weeks.

If you have customized your theme (see Customizing your help center theme ), you can add {{contact_details role="menuitem"}} to header.hbs to display the new menu item in the user profile menu.

We recommend using the following code snippet if you don’t get the automatic updates to your theme. A new experience will allow your customers to access Requests, Contributions and Contact details from any help center page as the links are placed in the user drop-down menu.

<div class="dropdown-menu" role="menu">
    {{#my_profile role="menuitem"}}{{t 'profile'}}{{/my_profile}}
    {{link "requests" role="menuitem"}}
    {{#link "contributions" role="menuitem"}}{{t "activities"}}{{/link}}
    {{contact_details role="menuitem"}}
    {{change_password role="menuitem"}}
    {{link "sign_out" role="menuitem"}}
</div>

These changes to the theme are optional. If you choose not to update your theme, your customers will still be able to open Contact details from the existing Edit my profile modal.