An account is a record that represents a logical grouping of contacts. The Account List window enables you to view, create, modify, delete, export, and import accounts.

  • If you cannot easily find an account in the table, click the Advanced Search icon , and then, in the Advanced Search window, specify values in the fields, and then click Apply. You can select multiple values in some of the search fields.
  • If customized account filters (account views) are created for you, you can use them to segment, track, prioritize, or manage accounts. Account views are available in the search box.
  • If the search box displays the label Select a predefined view, all accounts appear in the table.
  • After selecting an account view in the search box, if you want to view all accounts, click the Clear Account View icon .
  • To sort the account values in a column in ascending or descending order, click the column heading once or twice as required. Alternatively, on the Configure tab, you can click the arrow next to the column heading, and then click Sort Ascending or Sort Descending.
  • To display only certain columns, click the arrow next to any column heading, click Columns, and then clear the checkboxes next to the columns that you do not want to be displayed in the table.
  • To filter the accounts based on a column, click the arrow next to the column heading, click Filters, and then specify the text based on which you want to filter the accounts.

To view the details of an account, in the Account List window, double-click the row displaying the account. 

The Interactions tab of an account displays the interactions associated with all the contacts linked to the account. By default, only the interactions that were connected to an agent appear. To view the interactions that were not connected to an agent, clear the Exclude Non Agent checkbox on the Interactions tab.

To create an account:

  1. In the Account List window, click New.
    The New Account window appears.

  2. Specify values in the fields.

    For information about the fields, see the Account Fields section.

  3. Click Save.
    A message stating that the account is created appears. The details of the account appear in the Account List window.

  • You can create another account by using the New button.
  • You can switch to viewing the table that displays accounts by clicking the Close icon .

To create a contact, note, or ticket for an account, in the Account List window, double-click the row displaying the account, and then, on the New menu, as required, click Contact, Note, or Ticket.

To link an account to multiple contacts or a ticket, in the Account List window, double-click the row displaying the account, and then, on the Link menu, as required, click Contact or Ticket. 

  • The interactions associated with all the contacts linked to the account appear on the Interactions tab.
  • You can unlink the account from the contact or ticket by using the Unlink icon , which appears in the Unlink column on the Contacts or Tickets tab.

To modify an account, in the Account List window, double-click the row displaying the account, modify the values as required, and then click Save.

To delete an account, in the Account List window, double-click the row displaying the account, and then, on the More menu, click Delete.

The following table describes the fields that appear in the various sections of an account record.

Section: FieldDescription
General: Name

Name of the account. This field requires a value.

General: Account NumberNumber of the account.
General: Original Account NumberOriginal number of the account.
General: Classification

Classification of the account.

General: Web SiteWebsite of the account.
General: Original IDOriginal ID of the account.
General: EmployeesNumber of employees in the account.
General: IndustryIndustry of the account.
General: Phone OfficeOffice phone number of the account.
General: Annual RevenueAnnual revenue of the account.
General: Phone AlternateAlternate phone number of the account.
General: Account Type

Type of the account.

General: AgentAgent assigned to the account.
General: Agent TeamAgent team assigned to the account.
DescriptionDescription of the account.
Billing/Shipping: AddressAddress of the account for billing and shipping.
Billing/Shipping: Postal CodePostal code associated with the address.
Billing/Shipping: CityCity associated with the address.
Billing/Shipping: StateState associated with the address.
Billing/Shipping: CountryCountry associated with the address.
Other: Ticker SymbolStock symbol of the account.
Other: Sic CodeStandard Industrial Classification (SIC) code of the main business categorization of the account.

You can export accounts from the platform to a comma-separated values (CSV) file. To do so, in the Account List window, click the Settings icon , and then click Export Accounts.

  • The accounts that are exported depend on the account filter (account view) that you have selected in the search box of the Account List window.
  • If the search box in the Account List window displays the label Select a predefined view, all accounts appear in the table.
  • If you want to export the accounts associated with an account view, in the search box, select the required view.
  • If you selected an account view in the search box but want to export all accounts, click the Clear Account View icon  before exporting the accounts.

A CSV file containing the accounts from the platform (depending on the selected view) is downloaded.

Before you import the file containing accounts, ensure the following:

  • Each account record in the file that you want to import contains a name for the account.
  • The file size is not more than 15 MB.

You can import accounts from a file to the platform. To do so:

  1. In the Account List window, click the Settings icon , and then click Import > Accounts.
    The Import Accounts window appears.

  2. Specify values in the following fields:

    • File: Click the magnifying glass icon , and then select the file containing the account data that you want to import.

    • Input Filter: Select an input filter.

      • An input filter is a predefined format in which the data from the file is imported.
      • Ensure that the format of the file that you select in the File field corresponds to the format of the selected input filter. 

  3. Click Import.

    You can view details such as the status of the import or the date and time when the import started or ended in the User Tasks window. This window appears when you click the avatar icon  > User Tasks. In the window, the account import task is identified by the value ACCOUNT_IMPORT in the Operation column.

    A message stating that the data is imported appears. The accounts from the file appear in the table in the Account List window.

You can automatically link accounts to contacts by importing a file (containing the account records linked to the contact records) into the platform.

  • Ensure that the account and contact records present in the file that you want to import exist on the platform.
    • Each account record in the file contains the unique original ID of the account.
    • Each contact record in the file contains the unique contact number of the contact.
  • Ensure that the file size is not more than 15 megabytes (MB).

To import the accounts with linked contacts:

  1. In the Account List window, click the Settings icon Settings icon, and then click Import > Contacts for Accounts.
    The Import Contacts for Accounts window appears.

  2. In the File field, click the magnifying glass icon , and then select the file.

  3. Click Import.

    You can view details such as the status of the import or the date and time when the import started or ended in the User Tasks window. This window appears when you click the avatar icon  > User Tasks.

    A message stating that the data has been imported appears. The accounts from the file appear in the Accounts window (depending on the current filter), and the accounts are linked to the contacts as defined in the file.