A contact can be anyone who has ever reached out to your company. Usually, contacts are customers, but they can also be prospects, vendors, and partners.


Contact records contain information about the contact, such as the contact’s name, address, phone number, email address, and notes.

Use the Contact section to create, update, or view contact records and to search/view the history of the workitems associated with a contact record.

When you accept an interaction/workitem from a contact, you can create a contact record so that all of the information that was recorded about that customer displays in your workspace. This information provides some familiarity with the contact and the contact’s previous activities or issues.

To easily track the relationship between a contact and the business/company they work with, an Account (Account Identifier) can be assigned to a Contact.


First Name field is where you enter the first name of the contact

Last Name field is where you enter the last name of the contact

Address field is where you enter the street address for the contact

City field is where you enter the city where the contact is located

State/Province field is where you enter the state where the contact is located

Zip Code / Postal Code field is where you enter the zip or postal code in which the contact is located

Country field is where you enter the country where the contact is located

Time Zone field is where you select the timezone of where the contact is located (for the contact)

Email field is where you enter a valid email address for the contact. It is essential that the email address is valid as this address can be used to communicate with the contact.

Phone field is where you enter the contact’s telephone number

Mobile field is where you enter the contact’s mobile number

Fax field is where you enter a fax number

Account Identifier field is where you select the Account the contact is related to

Priority field where you select the priority for this contact. Callers are routed to agents/users based on this priority.


The contacts preferred method(s) of communication – email, chat, voice, SMS


You can add notes to a contact to keep track of important information relating to that contact, or quickly and easily remind yourself of what you may have discussed.

Within each contact record, you can add information relevant to the contact. You can record information specific to each interaction.

By adding notes in a contact, you then have a log/transcript of the interaction(s) with a contact, it's outcome and next steps.

User can add, modify and delete notes on contacts.

The saved Notes will be visible in a list format.


Personality insights help you understand a contact and can provide you with better context on how to communicate in a style that best suits them. Through these insights you can better assess a contact's interest in the products and services you provide. These insights are generated by the examples you gather through interactions with a contact via SMS, chats and emails. You can also add examples manually, which is helpful to generate insights before you even speak to a contact by adding any utterances you may find online.

This feature provides you insights into a contact based on three different models:

1. Big Five personality characteristics which describe the way the contact prefers to interact with the world around them. This model places a contact on varying ends of the following five characterisitics:

Agreeableness - how cooperative and compassionate the contact is.
Conscientiousness - how organized and contemplative the contact is.
Extraversion - whether or not the contact enjoys human interactions and thrives off being around others.
Emotional range - the tendency of the contact to feel different emotions.
Openness - how open the contact is to new experiences and ideas.

2. Needs which describe the aspects of your company or product which may provoke a strong response from the contact.

3. Values which are the motivating factors that inspire and inform the contact's decisions.

Please Note
-This feature requires an enabled Personality Insights service in your tenant, which can be added by the System Administrator. History: Can search and view interactions for the contact; the history of the workitems associated with a contact


The user can search and view interactions/workitems for the contact (the history of the workitems associated with a contact).

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What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.