Workflow Action: Contact Component

Workflow Action: Contact Component

Overview

The Contact component is used to load the contact record based on the information received from the workitem.

When using an external contact table, outside of the Thrio system, it is possible that the request may take a few seconds. If this is the case it is recommended that a Play Prompt Async or Play Music components are used just prior to using the Contact component so that the caller will listen to the prompt or music while the system performs the lookup.

Configuration Options

Name: The name assigned to this component.
Description: Enter a description for the component.
Condition Type: If the condition returns true, then the Action will be performed. If condition returns false, then the Action will not be performed. If there is no condition specified, the Action will always be performed.
Search: Specify the information the system should se to perform the lookup in the contact table.

If you would want the system to lookup the contact record from an incoming call or SMS:

  • Set the Condition to: None.
  • Set the Search to: workitem.from workitem.from is the variable that contains the customer’s phone number.

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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.