Contact Fields

The following tables describe the fields and columns that appear on the tabs of the Contact window when creating a contact record.

Field	Description
General Tab The values that appear on the General tab are the optional values from the input file.
Account/Contact ID	Account number of the customer. This field can contain an alphanumeric value.
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. This checkbox is selected by default. You can, however, clear the checkbox.
SSN	Social security number of the customer.
Department	Department of the customer.
Description	Description of the contact.
Title	Title of the customer.
Contact Information
Address 1	The 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.
Happiness Index Happiness Index is available only when SpeechIQ, sentiment analysis, and Contact Center CRM are enabled. Contact your Account team to enable this feature.
Happiness Index	Indicates the customer's current happiness state represented by an emoticon.
Happiness Trend	Indicates how the customer's Happiness Index state is trending based on the last interaction.
Happiness Last Updated	Indicates how the Happiness Index has changed for a specific customer over a period of time.
Other Information
Payment Balance	Payment balance of the customer.
Amount To Speak	The amount required from the customer.
Account Due Date	Payment due date for the customer.
Group	Contact group assigned to the customer. For information about contact groups, see Creating a Contact Group.
Contact Ownership
Agent	The agent assigned to the customer. You can create campaigns based on contact ownership.
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.
Email	Indicates if the email campaign is enabled for the customer.
Total Attempts Today	The number of calls attempted on all phone numbers of the customer on the current day.
Total Attempts Lifetime	The number of calls attempted on all phone numbers of the customer until the current day.
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. You can add up to 10 phone numbers for a customer. To specify the attributes of a phone number in the table, double-click the row containing the phone number.
Phone Number	The phone number for the corresponding type (that is, in the corresponding position).
Attempts Today	The number of calls attempted on the phone number on the current day.
Attempts Lifetime	The 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. For information about the DNC list, see DNC Tools.
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. If the customer responds to an SMS message sent to the corresponding phone number with a pre-configured opt-out keyword, this checkbox is automatically cleared for the number, indicating that SMS messages are no longer permitted to be sent to that number. If the customer responds to an SMS message sent to the corresponding phone number with a pre-configured opt-in keyword, this checkbox is automatically selected for the 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. If the customer manually unsubscribes from an email, or if the email address is removed from the Email Address field, this checkbox is automatically cleared, indicating that emails are no longer permitted to be sent to the email address. If the customer manually subscribes to an email, this checkbox is automatically selected.
Contact Details Tab
Column	Description
Columns	Custom field to store additional information about the customer. Custom fields, including their attributes, are defined in the Fields window, which appears when you click System > Fields on the Configure tab. For information about creating custom fields, see Fields Settings.
Value	Value for the corresponding custom field. To specify a value for a custom field in the table, double-click the row displaying the name of the field.
Encrypted Fields Tab
Column	Description
Columns	Custom encrypted fields to store encrypted information about the customer. Custom encrypted fields, including their attributes, are defined in the Fields window, which appears when you click System > Fields on the Configure tab.
Value	Value for the corresponding custom encrypted field. To specify a value for a custom encrypted field in the table, double-click the row displaying the name of the 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). An email thread is a set of email interactions, including responses, for the same subject line. An SMS thread is a set of SMS interactions for the same phone number and short/long code. A chat thread is a set of chat messages within the same session. A new SMS thread is generated if any of the following conditions are met: The SMS campaign is new. A previous outbound interaction for the phone number and short/long code that is associated with an inbound SMS does not exist. The transactional SMS sent through the Contact Center CRM agent desktop is not associated with an active SMS thread in the inbox. After an SMS thread is resolved by an agent, any new outgoing SMS either through a campaign or through the Contact Center CRM agent desktop generates a new SMS thread. If a customer does not respond to an outbound SMS, any subsequent outbound SMS generates a new SMS thread. The Details tab, which appears in the Chat Thread, Email Thread, and SMS Thread windows (when viewing a thread), contains information about each chat, email, and SMS message, respectively, in the thread. When viewing a thread, you can view and download the attachments in the 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	The 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	The outcome of the interaction.
Scheduled Callback Tab
Column	Description
ID	The ID of the scheduled callback.
Phone Number	Phone number to be dialed for the scheduled callback.
Account	The 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	The ID of the user who created the callback.
Created On	Date and time when the callback was created.

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Contact Fields

General Tab

Channels Tab

All Channels

Phone Numbers

Contact Details Tab

Encrypted Fields Tab

Interactions Tab

Scheduled Callback Tab

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