Viewing Contact Information

Learn how to view and access detailed information about your contacts.

Contact Overview

Each contact in your system contains:

• Basic Information: Name and phone number
• Call History: Complete record of all calls from this contact
• Performance Metrics: Satisfaction ratings, call durations, and patterns
• Metadata: Additional information collected during interactions

Accessing Contact Information

From the Contacts Section

1. Navigate to the Contacts section in your dashboard
2. Browse the list of contacts or use search to find specific contacts
3. Click on a contact to view detailed information

Managing the Contact List Display

You can customize how many contacts are shown per page:

• Page Size Options: Choose from 10, 20, 50, or 100 contacts per page
• Default Display: By default, the table shows 10 contacts per page
• Navigation: Use the pagination controls to move between pages
• Location: The page size selector is located at the bottom of the contacts table, on the left side of the page navigation buttons

From Call Records

1. Go to the Calls section
2. Find the call you're interested in
3. Click on the contact name/link associated with that call
4. View the complete contact profile and history

Contact Information Details

Basic Details

• Name: Contact's name as extracted from call interactions
• Phone Number: The phone number used for calls
• First Contact: When this contact first called
• Last Contact: Most recent call from this contact
• Total Calls: Number of calls made by this contact
• Tags: Custom labels for organizing and filtering contacts

Call History

• Chronological List: All calls from this contact in order
• Call Details: Duration, satisfaction, and calling reason for each call
• Assistant Information: Which assistant handled each call
• Call Outcomes: Success rates and resolution status

Performance Metrics

• Average Call Duration: How long calls typically last with this contact
• Satisfaction Scores: Average satisfaction ratings from this contact
• Resolution Rates: How often issues are successfully resolved
• Contact Frequency: How often this contact calls

Using Contact Information

For Customer Service

• Issue Tracking: See if recurring issues need attention
• Service History: Understand the complete relationship with this contact
• Personalization: Use history to provide more personalized service

For Analytics

• Pattern Recognition: Identify trends in contact behavior
• Service Improvement: Use feedback to improve assistant performance
• Relationship Management: Understand your most important contacts

Managing Contact Tags

Tags are a powerful tool for organizing and categorizing your contacts. You can use tags to group contacts by criteria like customer type, priority level, or any other classification that helps your workflow.

Adding Tags to Contacts

1. Navigate to the Contacts section in your dashboard
2. Find the contact you want to tag
3. Click into the tags field for that contact
4. Type the tag name and press Enter to add it
5. Add as many tags as needed

Tag Best Practices

• Keep it Simple: Each tag can consist of multiple words, but it's best to use no more than three words per tag
• Be Consistent: Use the same tag names across contacts to maintain consistency (there is currently no central tag management)
• Plan Ahead: Think about your tag strategy before adding many tags, as there's no mass editing feature

Filtering Contacts by Tags

You can filter contacts in the contact management page by their tags. This makes it easy to find specific groups of contacts quickly.

Important Limitations

• No Central Tag Management: Currently, there is no central system to manage tags. You must carefully maintain tag consistency yourself if you want many contacts to share the same tags.
• No Mass Editing: There is currently no feature to edit tags for multiple contacts at once. However, you can upload contacts with tags to update them in bulk (see Importing Contacts for details).

Uploading Contacts with Tags

You can upload contacts that include tags. When you re-import contacts with the same phone number but with new or updated tags, the system will merge the tags intelligently. For more information, see the Importing Contacts guide.

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Privacy Considerations

• Data Security: All contact information is securely stored
• Access Control: Only authorized users can view contact details
• Data Retention: Information is kept according to your retention policies

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Note: Contact information is automatically generated from call interactions and updated in real-time as new calls occur.

If you have questions about viewing contact information, please contact your administrator or support team!