Understanding Contacts

Updated

8 months ago

Learn contacts, the process to create a contact, navigate to the contact details view, and various contact widget descriptions.

Contacts are customers you have interacted with in the past or those you want to interact with in the future. They help you manage and keep track of the contacts reaching out to you and evaluate if a contact can become a lead.

Refer to the following video to better understand contacts:

You can further read the below article to see the steps of creating a contact:

To create a Contact

Log into Sprinklr Service. Click the Settings icon on the left Navigation Bar. Under, Manage, click Contacts.
To create a new contact, click Create Contact in the top right corner of the window.
On the Create New Contact window, provide a Name for your contact.
Under the Company drop-down, select the name of the company you want to associate your contact with.
A Company refers to an organization that is associated with contacts with whom you have interacted in the past or want to reach out in the future. They help you manage and track the open tickets associated with all the respective contacts from a company. For more information, see Company.
You can further fill in the various details of your contacts such as Email Id, Phone, Twitter, Instagram, etc. under the Add Contact Details section.
Click Create in the bottom right corner to complete the task.

To navigate to the Contact Details View

Contact Detail view is a collection of widgets where agents can view all the information associated with a contact.

Go to the Main Menu and click the Contacts icon on the extreme left pane.
Click View Contact alongside the desired contact to see Detail View. For more information, see Contact Widget — Description.

Widget Name	Description
CSAT Score	This widget displays the Average CSAT of the contact.
Other Sections	Clicking on the tabs will provide you with the information of each section: Activity - This tab showcases all the actions taken by the contact. Tickets - Tickets tab displays all the support tickets raised by the contact. Meetings - This tab helps you schedule a meeting with a contact or log a meeting activity to keep track of your meeting and notes. Calls - All the calls made between your team and contact will be displayed here. You can also schedule calls from the calls tab Notes - Notes tab displays all the internal notes added by your team for the contact for future reference. Tasks - This tab showcases all the tasks around the contact created by your team. It will provide you with a quick view of all the tickets being worked on.
Contact Details	The contact details widget displays company information such as: - Contact Email Id, Phone Number, etc.
Contact Insights	The contact insights widget showcases the past relationship with the contact.
Associate a Company	This widget displays all the companies associated with the particular contact.
Attachments	This particular widget stores all the files added by you and shared on tickets, notes, or tasks.
Delete Contact	Hover over the options icon and select to delete the contact upfront.