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Adding a Contact


To add an individual contact record click the Add button at the bottom right-hand corner of the Contacts manager.


This will open a Contact window with blank fields under General tab:



Fill in the required fields and click the Save button at the bottom right-hand corner to generate the contact. The following fields are available:

  • General
    • Account - Customer account/reference number.
    • Account to Speak -  by default, the same as Account, but can be set to be unique from Account. Typically used to speak as part of messaging.
    • Original Account Number - An alternate account number that is different from the unique account identifier within the LiveVox client's CRM platform. 
    • First Name - The first name of the selected contact.
    • Last Name - The last name of the selected contact.
    • Guarantor First Name - The contact guarantor's first name.
    • Guarantor Last Name - The contact guarantor's last name.
    • DOB - The date of birth of the selected contact.
    • B Active - If checked the selected contact will be available to dial. This field automatically checked when creating a new contact.
    • SSN - The social security number of the selected contact.
  • Contact Information
    • Address 1 - The address of the selected contact.
    • Address 2 - The secondary address of the selected contact.
    • City - The city registered to the primary address of the contact.
    • State - The state registered to the primary address of the contact.
    • Zip/Postal Code - The zip/postal code registered to the primary address of the contact. Only alpha-numeric characters are allowed in this field.
    • Country - The country registered to the primary address of the contact.
  • Other information
    • Payment Balance - The present payment balance on the selected contact.
    • Amount to Speak - The amount required from the selected contact.
    • Account Due Date - The payment due date on the selected account/contact.
    • Group - Allows you to select a group from the drop down menu assigned to the selected contact.

  • Contact Ownership
    • Agent - Select an agent from the drop down menu to assign the ownership of the selected contact to a specific agent.
    • Agent Team - Select an agent team from the drop down menu to assign the ownership of the selected contact to a specific agent team.


  • The following fields are displayed under the Channels tab:



    • All Channels
      • Do Not Contact - If checked, will add the accounts to the Do Not Dial (DND) permanently,
      • Do Not Contact Today - If checked, will add the accounts to the Do Not Dial (DND) daily
      • SMS - If checked, system will enable the account on SMS campaigns.
      • Email - If checked, system will enable the account on email campaigns.
      • Total Attempts Today - Displays the number of calls attempted on a contact today.
      • Total Attempts Lifetime - Displays the number of calls attempted on a particular contact.
       
    • Phones
      • Phone (1 - 10) are the available phone numbers for the selected contact. Up to ten numbers are available.
      • Double-click the phone number row to add/update phone number, consent options and set the Do not Contact and Do Not Contact Today restrictions for a specific phone number. Do Not Contact and Do Not Contact Today flags, if checked, will add the selected phone number to the Do Not Dial (DND) permanent and daily respectively. Attempts Today field displays the number of calls attempted on the selected phone number today and Attempts Lifetime field displays the number of calls attempted on a particular phone number. Lists are checked at the dial time. These settings are account based and at the client level.
      • Enable SMS consent if the customer chooses to opt-in for SMS option. If a contact responds with a pre-configured key word to-opt out, the system automatically unchecks the matching Account+Phone SMS consent flag and restricts further SMS attempts to that Account+Phone combination.
      • Enable Cell Consent if the customer chooses to opt-in for dialing cell phone. If a contact unsubscribes from an email campaign, the system automatically unchecks the email consent flag for that specific Account+Email record and restricts further Email communication.
      • Click Ok or Cancel to discard the changes.



      • Email Address field allows you to add the email address to send emails to this account and enable Email Consent if the customer chooses to opt-in for email option. Deleting the email address from the Email Address field removes the Email Consent from the account.
         
  • The Contact Details tab displays custom fields with additional information about the contact. These custom fields and their data type can be defined via Fields editor. For more information on creating new custom fields and defining the data types see Field Settings.

  • The Notes tab displays all notes that are linked to an account along with their Create Date and Modify Date. Agent notes on an account are stored as long as the contact is active within Contacts Manager.  

     
  • The Scheduled Callbacks tab displays the details of the callbacks scheduled for the specific contact and also allows you to adjust the schedules of these callbacks.

To delete contact records, select a contact and click the Delete button at the bottom right-hand corner of the Contacts manager.


 


Confirm the deletion by clicking OK.

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