Contact Information

From this menu you can access extended information about the contact of an interaction, including their interaction history and contact details.

How to access this menu?

To open the contact information menu, you need to have at least one interaction open in the Inbox.

1. Within the interaction, click the three dots in the upper-right corner.

2. Click the Contact information option.

3. The menu with all available contact information will be displayed.

What can you see in this menu?

• Interaction history of the contact.
• Complete contact details. Coming soon 🚀

Interaction history

The history shows a timeline with all the contact's interactions, organized by date.

The behavior varies depending on the current interaction's channel:

• SMS, WhatsApp, and Telephony: uContact identifies the customer's phone number and displays all interactions associated with that number across any of these three channels.
• Email, Instagram, and Messenger: the history shows only interactions from the same channel. For example, if you are handling an Instagram interaction, you will only see the Instagram history for that customer.

The number of interactions shown depends on the configuration in the Advanced section of the Campaign.

Each interaction shows:

• Channel: channel to which the interaction belongs.
• Last disposition: final disposition assigned.
• Date: end date of the interaction.
• Campaign: campaign associated with the interaction.
• Agent: agent who handled the interaction.
• Duration: total duration. Telephony only
• Direction: whether the interaction was inbound or outbound. Telephony only

Important!

WebChat interactions are not shown in the customer's interaction history.

Seeing an incomplete history?

The number of visible interactions depends on your permissions. Regular agents only see interactions they themselves handled within their campaigns. Supervisors and users with extended history permissions can see all of the contact's interactions.

Interaction detail

Click on any interaction in the history to see its full detail.

In the detail you can view:

• Users who participated.
• Campaigns through which the interaction passed.
• All exchanged messages.
• Attached files.
• Transfers made, with dates and users.
• Complete disposition, with all levels and comment if applicable.