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In the Contacts section, you can add new contacts to a list, view existing contacts and edit them.
Create contacts
From the Contacts section, you can see all existing Contacts and create new ones:
Clicking on the 
icon, it is possible to:
Add Contact: Create a single contact manually
Import Contacts: Upload multiple contacts from CSV file
Update existing contacts: Upload a CSV file to overwrite data for existing contact and add new contact (if not already contained in database).
Add a single contact
Click on Add Contact 
and fill the contact details on the pop-up screen.
Contacts must always be associated to a List.
Mandatory fields are tagged with *
Import Contacts
Click on the Upload CSV 
icon and select the .CSV file (maximum size= 60MB) from your local file system.
(This is an example of a CSV file format: contacts.csv )
The Motion system will propose the file columns names in order to let you associate each one to the CM Contact fields.
Contacts must always be associated to a List.
At the end click Upload.
Using the Check Duplicates field, you can select one or more contact fields that will be used to check if the contact has been already loaded from the CVS file or is already present in the list and if this is the case, duplicate entries will be discarded:
During the Upload, if you need you can stop the process:
At the end you have a summary of the upload process:
and you can export the errors (load failure or duplicate entries) in an excel file.
Update existing contacts
If you want to Update existing contacts,
click on the icon 
and
select the .CSV file (maximum size= 60MB) from your local file system.
The uploaded CSV file will overwrite data for existing contact and add new contact (if not already contained in database).
An Id must be indicated to choose the field used to match the existing contact and the one replacing it.
The Motion system will propose the file columns names in order to let you associate each one to the CM Contact fields.
Contacts must always be associated to a List.
At the end click Upload.
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About Lists used by the Motion Bull DialerIf the list which is being loaded is also associated to a Motion Dialer Bull (Queue/IVR) Campaign, the contacts will also be inserted in the Hopper of the campaign itself and every further information inserted in the following fields will be used by the Dialer to manage the list:
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Edit/Modify a contact
To edit a contact, find the contact from the contacts lists and click on Edit Contact.
You can now see the general contacts details, the contact referred to Motion Bull campaigns and Jscripty projects and the contact Customer Journey:
Contact Detail
On the left side of the view, you will see all the default contact fields while the custom fields are shown on the right side of the view.
Modify any contact field and then save.
You can Tag the contact using one of the entries in the list: for how to create new tags see: V3 Tags
You can see the Company Details which the contact is associated to, clicking on the 
icon.
Motion Bull
In the Motion Bull tag, if the Contact is included in a Dialer Campaign (see V3 Motion Bull Dialer) you will find the following information:
Hopper this section shows if the Contact has still to be dialed
Hopper Final this section shows if the Contact has been dialed and the State of the action
Hopper History this section contains history of calls originated by the dialer for this contact
JScripty
In JScripty tab, you will find the list of JScripty sessions that are associated to the contact. You will find the following information:
Start and End Time of the session
The name of the agent who managed the session
The JScripty project name
This information is only available if the contact was in a Dialer Campaign that triggered the Jscripty project.
Customer Journey
In this tab you'll find all the interactions (e.g. emails, chats, calls, sms, faxes, open channel messages) engaged by this contact with the organization in a timeline:
The interactions details can be inspected (click on Show Details) and the different icons represent the type of the interaction.
You can search them for channel type (e.g. Voice, Chat, SMS,...) or for time interval, filtering the results using the filters you find above.
By default, the system will show the interactions elapsed within the current month and the previous three months.
For example, if we consider today as June 11th, the system will show results from March 1st to June 30th.
Merge contacts
Find the contact from the contacts lists and click on Merge Contact.
On the pop-up screen, use the filter to search the contact you want to merge with the selected contact.
The filter will search the contact by first name, last name, email and phone and all contacts matching the filter will be displayed.
From the results, click on the contact you want to merge and then click OK to confirm.
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Note that all the unfilled fields on the second contact will be overwritten by the first contact. |
Duplicate/Copy a contact
When you edit a contact you can click on the red button 
to copy the contact in any list you prefer.
The same operation can be done finding the contact from the contacts list and clicking on Duplicate Contact
On the pop-up screen, select the List you want to add the contact and click on Add Contact to copy the contact in the selected list:
Delete Contacts
You can delete a single contact or multiple contacts.
Select one or more contacts from a list (click on the checkbox near the name) and then click on 
If you want to delete all the contacts shown in the page, click on 
and then on .