The following tables describe the fields and columns that appear on the tabs of the Contact window when creating a contact record.
General Tab | |
Field | Description |
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Account/Contact ID | Account number of the customer. |
Account To Speak | Account number of the customer that is used for calling or messaging. The same as the account number (that is, the value in the Account field). If, however, a different account number is mentioned in a contact flow message, this field indicates that account number. |
Original Account Number/Original Contact # | Alternate account number, which is different from the unique account identifier that is within your platform. |
Salutation | Salutation to address the customer. |
First Name | First name of the customer. |
Last Name | Last name of the customer. |
Guarantor First Name | First name of the guarantor of the customer. |
Guarantor Last Name | Last name of the guarantor of the customer. |
DOB | Date of birth of the customer. |
B Active | Indicates if the customer is available for calling or messaging. |
SSN | Social security number of the customer. |
Department | Department of the customer. |
Description | Description of the contact. |
Title | Title of the customer. |
Address 1 | Primary address of the customer. |
Address 2 | Secondary address of the customer. |
City | City of the primary address. |
State | State of the primary address. |
Zip/Postal Code | ZIP Code or postal code of the primary address. |
Country | Country of the primary address. |
Payment Balance | Payment balance of the customer. |
Amount To Speak | Amount required from the customer. |
Account Due Date | Payment due date for the customer. |
Group | Contact group assigned to the customer. |
Agent | Agent assigned to the customer. |
Agent Team | Agent team assigned to the customer. |
Channels Tab | |
All Channels | |
Field | Description |
Do Not Contact | Indicates if the customer is added to the Do-Not-Contact (DNC) list permanently—that is, the customer cannot be contacted through any channel permanently. |
Do Not Contact Today | Indicates if the customer is added to the DNC list for the current day—that is, the customer cannot be contacted through any channel for the current day. |
SMS | Indicates if the SMS campaign is enabled for the customer. |
Indicates if the email campaign is enabled for the customer. | |
Total Attempts Today | Number of calls attempted on all phone numbers of the customer on the current day. This field is disabled. |
Total Attempts Lifetime | Number of calls attempted on all phone numbers of the customer until the current day. This field is disabled. |
Phone Numbers | |
Column | Description |
Type | Type of phone number for the customer. For example, the type Phone 1 indicates the first position for a phone number. Similarly, Phone 10 indicates the tenth position for a phone number.
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Phone Number | Phone number for the corresponding type (that is, in the corresponding position). |
Attempts Today | Number of calls attempted on the phone number on the current day. |
Attempts Lifetime | Number of calls attempted on the phone number until the current day. |
Do Not Contact | Indicates if the phone number is added to the DNC list permanently. |
Do Not Contact Today | Indicates if the phone number is added to the DNC list only for the current day. |
SMS Consent | Indicates if SMS messages are permitted to be sent to the phone number. |
Cell Consent | Indicates if calls are permitted to be made to the phone number. |
Field | Description |
Email Address | Email address of the customer. |
Email Consent | Indicates if emails are permitted to be sent to the specified email address of the customer. |
Contact Details Tab | |
Column | Description |
Columns | Custom field to store additional information about the customer. |
Value | Value for the corresponding custom field. |
Encrypted Fields Tab | |
Column | Description |
Columns | Custom encrypted fields to store encrypted information about the customer. |
Value | Value for the corresponding custom encrypted field. |
Interactions Tab | |
Column | Description |
View | Icon to access an interaction (that is, to listen to a call or to view a chat, email, or SMS thread). |
Call Center | Call center associated with the interaction. |
Service | Service associated with the interaction. |
Name | First name of the customer associated with the interaction. |
Original Account Number | Account number associated with the interaction. |
Phone | Phone number associated with the interaction. |
Agent | Name of the agent involved in the interaction. |
Date | Day and date when the interaction occurred. |
Start | Start time of the interaction. |
End | End time of the interaction. |
Campaign | Campaign associated with the interaction. |
Caller ID# | Caller ID associated with the interaction. |
Outcome | Outcome of the interaction. |
Scheduled Callback Tab | |
Column | Description |
ID | ID of the scheduled callback. |
Phone Number | Phone number to be dialed for the scheduled callback. |
Account | Account associated with the phone number for which a callback is scheduled. |
First Name | First name of the agent who scheduled the callback. |
Last Name | Last name of the agent who scheduled the callback. |
Service | Service associated with the scheduled callback. |
Callback Date/Time | Scheduled date and time of the callback. |
Agent | Name of the agent responsible for the callback. |
Status | Status of the callback. |
Active | Indicates if the callback is active. |
Created By | ID of the user who created the callback. |
Created On | Date and time when the callback was created. |