Accessing the Account List

To access a list of accounts, on the Configure tab of the Smart Reach portal, click Account > Accounts. 


Creating an Account

To create an account:

  1. On the Configure tab of the SmartReach portal, click Account > Accounts. 
    The Account List window appears.
  2. Click Add.
    The Create Account window appears.

  3. Specify values in the fields.

    For information about the fields, see Account Field Descriptions.

  4. Click Save.
    A message stating that the account has been created appears, along with the account details.

  • To create another account, click Add.
  • To view the table of accounts, click the Close icon .

Accessing an Account

To access an account from the table in the Account List section, double-click the row displaying the account. Each account has associated tabs, such as Detail, Custom Fields, Interactions, Notes, Contacts, Tickets, and History.

  • Detail: Provides information about the account.
  • Custom Fields: Provides a list of custom fields associated with the account.
  • Interactions: Provides previous interactions with the account.
  • Notes: Provides the list of notes associated with the account.
  • Contacts: Provides a list of contacts associated with the account.
  • Tickets: Provides a list of tickets associated with the account.
  • History: Provides a history of the changes made to the account, such as Changed By, Changed On, and a Short Description.

 If you have used a web form for the account, the Submitted Form tab appears on the account page.

 

  • The Interactions tab of an account displays the interactions associated with all the contacts linked to the account. By default, only the interactions that are connected to an agent appear. To view the interactions that are not connected to an agent, clear the Exclude Non Agent checkbox on the Interactions tab. By default, you can view the data for one month. To view the previous month's data, specify the required date range and the data will be loaded.

  • Playing Audio Recording: You can find and play call recordings under the Interaction tab to access information about the customer interaction.

Modifying an Account

To modify an account, access the account, modify the values, and then click Save.

Creating an Associated Entity for an Account

To create a contact, ticket, or note for an account, access the account, and then, on the Contacts or Tickets tab, click the link icon. 

  • For information about the Contact fields, see Contact Field Descriptions.
  • For information about the Ticket fields, see Ticket Fields.
  • The contact, ticket, and note you create for an account appear on the Contacts, Tickets, and Notes tabs of the account, respectively.

Linking an Account to a Ticket

To link an account to an existing ticket, access the account, on the Tickets tab, click the Link icon. From the list of tickets displayed, select the ticket and double click the row to link the ticket to the account.

The ticket then appears in the Tickets tab of the account.

Linking an Account to a Contact

To link an account to an existing contact, access the account, on the Contacts tab, click the Link icon. From the list of contacts displayed, select the contact and double click the row to link the contact to the account.

  • The contact and ticket you link to an account appear on the Contacts and Tickets tabs of the account, respectively. 
  • You can unlink the contact and ticket from the account by clicking the Unlink iconin the Unlink column on the Contacts and Tickets tabs of the account.

Exporting Accounts

You can export accounts from the SmartReach Portal to a comma-separated values (CSV) file. 

Before You Begin

Ensure that the Account List section displays the accounts that you want to export. For information about how to filter accounts, see Filtering Accounts, Contacts, and Tickets.

To export the accounts, in the Account List section, click Export.
A CSV file containing the accounts from the SmartReach Portal (based on the applied filter) is downloaded.

Importing Accounts

You can import accounts from a file into the SmartReach Portal.

Before You Begin

Ensure that each account record in the file that you want to import contains a name for the account and that the file size is not more than 15 megabytes (MB).

To import the accounts:

  1. In the Account List section, click Import. Select the required import option.

    The Import Accounts window appears.

  2. Specify values in the following fields:

    • Input Filter: Select an input filter (a predefined format to import the data from the file). Ensure that the format of the file you selected in the File field corresponds to the format of the input filter.
    • File: Click the + icon, and then select the file.
  3. Click Upload.
    A message stating that the data is imported appears. The accounts from the file appear in the Account List section (depending on the current filter).

Importing a File to Link Accounts to Contacts

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

Before You Begin

  • Ensure that the account and contact records that you want to import exist on the SmartReach Portal
    • Each account record in the file contains the unique ID of the account.
    • Each contact record in the file contains the unique ID of the contact.

  • Ensure that the file size is not more than 15 megabytes (MB).

 

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 icon> User Tasks. In the User Tasks window, the Account import task is identified by the value Account_IMPORT in the Operation column.