Interaction View
The Interaction View in uCRM is a dynamic version of the Contact View that appears during an interaction in uContact X.
It functions similarly to the Reduced or Full Contact View, but with specific behaviors designed to enhance real-time contact management.
How Interaction View Works
When an interaction starts in uContact X and uCRM is open, uCRM automatically receives information about the current interaction to:
- Find an existing contact in the system.
- Create a new contact using the available interaction data.
The way uCRM reacts depends on the information received from uContact X.
Contact Identification Process
There are two main ways uCRM attempts to identify a contact:
If the interaction contains a ContactID
- uCRM will immediately display the contact's details in the Interaction View.
If there is no ContactID
- uCRM will try to find the contact using a ClientID (such as phone number, email, Instagram ID, etc.).
- Based on the search results, different scenarios may occur.
uCRM's Behavior Depending on Contact Matching
| Scenario | uCRM Behavior |
|---|---|
| Unique Contact Found | Automatically displays the contact details. |
| Multiple Contacts Found | Shows a list of matching contacts for manual selection. |
| No Contact Found | Allows creation of a new contact, auto-assigning the ClientID (phone, email, etc.). |
| Manual Search for Another Contact | Offers the option to assign the ClientID to a different contact. |
Custom Sections & Campaign Visibility
- Custom Sections in uCRM can be configured to appear only for specific campaigns.
- If a section is set to be visible for the campaign of the active interaction, it will be displayed.
- If not, uCRM will automatically hide it.
Reduced vs. Full Contact View
The type of Contact View displayed depends on how your Inbox is configured in uContact X:
- Reduced Contact View → Displays only basic contact details.
- Full Contact View → Shows complete contact information, including custom sections.
When an interaction starts, uCRM will open either the Reduced or Full Contact View, depending on your settings.
Why Use Interaction View?
Real-time contact identification
Seamless integration with active interactions
Quick actions for contact creation and assignment
Custom visibility settings based on campaigns