About contact
From this menu, you can access extended information about the contact of an interaction, including their interaction history, contact details, and more!
How to Access This Menu
To open the contact information menu, you need to have at least one interaction open in the Inbox.
- Within the interaction, click the three dots located in the top right corner.
- A few options will appear. Click on the About the contact option.
- The menu with all available contact information will be displayed.
What can I do with this menu?
From the contact information menu, you can:
- View the interaction history
- Access the full contact details Coming soon 🚀
Contact Profile
Here you'll see the main details of the customer, such as their phone number or email address, depending on the channel. If the customer is registered as a Contact in uContact, their information will also be shown.
Interaction History
The history shows a timeline with all interactions from the contact, organized by date.
Each interaction displays:
- Channel: the channel to which the interaction belongs
- Last disposition: the final disposition assigned to the interaction
- Date: the end date of the interaction
- Campaign: the campaign associated with the interaction
- Agent: the agent who handled the interaction
- Duration: total duration of the interaction Telephony only
- Direction: whether the interaction was inbound or outbound Telephony only
How to view interaction details from the history
From the interaction history, you can access the details of any interaction. To do so, simply click on the interaction you want to view.
In the interaction detail, you’ll be able to see:
- Users who participated in the interaction
- Campaigns the interaction went through
- All exchanged messages
- Attached files
- Transfers made, including the dates and users involved
- Full disposition, including all levels and any comment (if applicable)