Managing contacts and activities

Overview

Customer 360 enables you to access customer information from integrated CRM systems during interactions in Agent Workspace.

Daily tasks you can perform:

• Search for customers manually or view automatically matched contacts.

• Create and edit customer contact records.

• Create CRM activities (notes, tasks, calls, events) related to interactions.

• Create contacts and activities independently, without an active interaction.

• View and link related records associated with the customer.

• Apply layouts to show only essential CRM fields.

When you receive or initiate an interaction, Customer 360 automatically searches the CRM for customer information and displays relevant data in the Insights panel.

Prerequisites

Limitations

Selecting the correct contact when multiple matches are found

When Customer 360 finds multiple contacts with the same phone number, a badge displays the number of matches on the interaction card.

1. Click the interaction in the conversation log to view the list of matching contacts.

2. Review the contact information (name, email, company) for each match.

3. Click the correct contact to select it.

4. The selected contact opens in the Customer 360 section of the Insights panel.

Searching for and opening contacts manually

1. In the Customer 360 section, locate the search box on the Info tab.

2. Type your search query. You can search by contact name, phone number, email address, company name, or other identifiers.

3. Matching contacts appear as you type.

4. Click the contact name to open the record.

Creating a new contact

1. Search for the customer using the search box (see Searching for and opening contacts manually earlier on this page).

2. If no matching contacts are found, click the add icon (plus icon) in the search box.

3. A new contact form appears. The form may be pre-populated with information from the interaction (such as the customer's phone number).

4. Fill in the required fields (first name, last name, email address, phone number, and any other required fields).

5. (Optional) Fill in additional fields as needed (company, address, custom fields).

6. Click Create to save the new contact in the CRM.

7. The new contact opens in the Customer 360 section. Activities will be recorded against this contact when the interaction ends.

Editing contact information

1. With a contact open in the Customer 360 section, click the edit icon (pencil icon) next to the contact name.

2. The contact form becomes editable.

3. Update the fields you want to change.

4. Click Save or Update to save your changes to the CRM.

Opening a contact in the CRM system

Customer 360 supports deep linking, allowing you to open any contact record directly in your CRM system with one click. For everyday tasks such as searching contacts, creating activities, and viewing related records, these can be performed directly in Customer 360

1. With a contact open in the Customer 360 section, click the open icon (external link icon) next to the contact name.

2. A new browser tab opens, displaying the contact record in the CRM system.

3. Perform any necessary actions in the CRM.

4. Return to Agent Workspace to continue handling the interaction. Changes made in the CRM system may take a few moments to sync and appear in Customer 360.

Creating activities related to an interaction

1. With a contact open in the Customer 360 section, click the down arrow next to the add icon (plus icon).

2. A dropdown menu appears, showing the activities you can create (for example, Log a Call, Create Task, Create Event, Add Note).

3. Select the activity type you want to create.

4. A new activity form appears. The form may be pre-populated with information from the interaction (such as the customer's phone number or interaction time).

5. Fill in the required fields for the activity (title or subject, description or notes, date and time if applicable).

6. (Optional) Fill in additional fields as needed.

7. Click Create or Save to save the activity in the CRM.

8. The activity is saved and appears in the Related records section of Customer 360.

Viewing and linking related records

1. With a contact open in the Customer 360 section, locate the Related records section below the contact details.

2. Related records are organized into two categories:

   • New: Records created during the current interaction appear in the related records section immediately. The "new" label is applied only for the duration of the ongoing interaction.

   • Suggested: Records from previous interactions appear and are labeled "suggested."

3. To link a suggested record to the current interaction, click the link button (chain icon) next to the record.

4. To unlink a suggested record, click the unlink button (broken chain icon) next to the record.

Applying layouts when creating or viewing records

If your administrator has configured layouts using Layout builder, you can select a layout to control which CRM fields are displayed.

When creating a record:

1. Click the add icon dropdown to create a new activity or contact.

2. Select the resource type (for example, Log a Call).

3. At the bottom of the form, click the layout dropdown.

4. Select the desired layout from the list.

5. The form updates to display only the fields included in the selected layout.

When viewing a record:

1. With a contact or record open in Customer 360, click the expand icon.

2. Click the layout dropdown at the bottom.

3. Select the layout you want to use.

4. The view updates to show only the fields included in the selected layout. Less-critical fields are only visible when a layout that includes them is selected.