Account List is a component that displays a table of accounts and enables you to create and modify the accounts. Depending on the configuration of the Account List component, you can additionally:

  • Create, delete, export, and import accounts.
  • View the contacts and tickets linked to an account through the Contacts tab and the Tickets tab of the account, respectively.
  • Call a function through a function button. For example, you can create, update, or delete an account record in an external application, such as Salesforce, or return data from an external application and display that data in a field on the LiveVox Portal.

Depending on the web widget configuration, an account can be created automatically when a customer using the web widget submits a ticket.


Creating an Account

To create an account:

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


    If the Select Form window appears instead of the New Account window, select the web form that is applicable to the account you want to create.

  2. Specify values in the fields.

    • For information about the fields, see Account Fields.
    • If Encrypted Fields are enabled, you can add the information for those fields.

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

  • If you selected a web form, the Submitted Form tab appears in the Account. This tab displays the web form containing the values you entered.
  • If the web form contains fields associated with the contact and ticket entities, a contact and a ticket are also created.
  • If you modified the values in the fields and want to revert all changes, click Reset.
  • To create another account, click New.
  • To view the table of accounts, click the Close iconClose 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, Contacts, Tickets, Interactions, Notes,  History, and  Submitted Form.

  • Detail: Provides information about the account.
  • Contacts: Provides a list of contacts associated with the account.

  • Tickets: Provides a list of tickets associated with the account.

  • Interactions: Provides previous interactions with the account.

  • Notes: Provides the list of notes 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.

  • Submitted Form: 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 New menu, click the corresponding option. 

  • For information about the Contact fields, see Contact Fields.
  • For information about the Ticket fields, see Ticket Field Descriptions.
  • 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 an Entity

To link an account to an existing contact or ticket, access the account, and then, on the Link menu, click the corresponding option.

  • 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

Depending on the configuration of your desktop, you can export accounts from your agent desktop 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 the Settings icon Settings icon, and then click Export Accounts.
A CSV file containing the accounts from the LiveVox Portal (based on the applied filter) is downloaded.

Importing Accounts

Depending on the configuration of your desktop, you can import accounts from a file to your agent desktop.

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 the Settings icon 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.

    • 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.

  3. Click Import.
    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 LiveVox Portal.

Before You Begin

  • Ensure that the account and contact records that you want to import exist on the LiveVox 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).

Example

The following image displays the contents of a file containing the account records linked to the contact records. In the file, 111, 222, and 333 are the original Account IDs; 1001, 1002, and 1003 are the Account/Contact numbers.

To import the accounts with linked contacts:

  1. In the Account List section, 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.

    If you are using the LiveVox Portal (that is, if you are not an agent), 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 Account List section (depending on the current filter), and the accounts are linked to the contacts, as defined in the file.

Deleting an Account

You can delete an account only if is not linked to a Contact or Ticket. To delete an account, access the account, and then, on the More menu, click Delete.

Sorting Fields

You can quickly sort and search all enabled fields from Ascending to Descending or vice versa.

To sort fields in an Account List:

  1. In the Account List section, select any fields you want to sort and click the arrow
  2. Click the Sort Ascending or Sort Descending options.
    The fields are sorted based on the selected option.