V3 Contacts

Owned by XCALLY Knowledge (Unlicensed)
Last updated: Jul 29, 2024 by Product Knowledge
6 min read

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What’s about

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


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 column names to let you associate each one to the CM Contact fields.

Contacts must always be associated with 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 CSV 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.

 

 

About Lists used by the Motion Bull Dialer

If 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:

  • Recall Agent ID: the ID of the Agent that should recall the contact (using the Recall Function)

  • Scheduled At: the date and time the contact should be called (eg. 2018-02-25 19:30:00)

  • Priority: the priority of the contact compared to the others (from 0 to 4 where 0 is lowest priority and 4 is highest)

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. Moreover going below, you can see the social section and additional phone association

After changing contact fields, click on 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 with which the contact is associated by 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 History this section contains history of calls originated by the dialer for this contact

  • Hopper Final this section shows if the Contact has been dialed and the State of the action

 


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 interaction 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 a time interval, filtering the results using the abovementioned filters. 

By default, the system will show the interactions between 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.

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 .

If you try to delete a contact with a Whatsapp interaction still open, this warning block appears, because it is necessary to close the interaction first