Use contact search to quickly access and manage your recent customer interactions. Contact search helps agents to:
- Search for contacts received by them and to review information about the customer records of previous conversations, notes and tasks.
- Search for contacts across all channels, giving the agent a complete overview of the conversation history with the customer.
- See a list of recent contacts and recent searches.
- Mark contacts as favorite so they are easily accessible.
With contact search, agents can provide better customer service by having relevant customer data at their fingertips.
To access contact search
- Click the search icon next to the agent status bar.
Contact search opens in a separate tab from the inbox, so it does not disrupt an agent’s workflow. Agents can switch between conversations and contact search.
In contact search, you'll see your recent customer interactions. You can also mark contacts as favorites for quick access.
The list that appears is sorted based on the agent's most recent contacts. The dates that appear on each card are the dates when that customer most recently contacted any of your agents.
To favorite a contact, click on the star next to the relevant contact. To view the contacts added to the favorites list, click Favorites.
