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AurionAI

Contacts from your CS tool

3 min readBy Emmanuel Yazbeck

When your organization uses Freshdesk or Zendesk as its customer service (CS) tool, AurionAI copies the customer contacts from that tool. The Helpdesk Contacts page shows these contacts and syncs them.

Availability: AI Voice profile, only when Freshdesk or Zendesk is connected as the CS tool. Administrators only.

Prerequisites

  • You have the Owner or Admin role.
  • Your organization uses the AI Voice profile. The Helpdesk and AI Voice + Helpdesk profiles use the built-in AurionAI helpdesk and cannot connect Freshdesk or Zendesk.
  • Freshdesk or Zendesk is connected, and its connection test passed. Set it up on the Providers page in the Integrations category. Read Freshdesk or Zendesk.

Without Freshdesk or Zendesk, the Contacts page is not in the menu. If you open it by its address, AurionAI sends you to another configuration page.

Open the contacts

  1. In the sidebar, select Configuration.
  2. Open the Identity & Access category.
  3. Select Contacts.

The page lists the synced contacts, 25 per page. Each contact shows the name, the email address, the phone number, the company and the status.

The Helpdesk Contacts page with the sync buttons and the contact list.

Sync the contacts

  1. Select one of these buttons:
    • Sync Contacts copies new and changed contacts.
    • Full Sync (Reconcile) reads all contacts. It also deactivates the contacts that are no longer in your CS tool.
  2. Wait until the sync finishes.

The message Contact sync complete appears. The page shows how many contacts were synced, created and updated.

Sync the contacts automatically

  1. In Auto Sync Frequency, select a frequency: Every 2 hours, Every 4 hours, Every 8 hours or Every 24 hours.

Selecting a frequency turns on the automatic sync. The field can already show a frequency while the automatic sync is still off. Select the frequency to turn it on. This page has no control to turn the automatic sync off again.

Find a contact

  1. In the search field, type a name, an email address or a phone number.

Result

The contact list shows the contacts of your CS tool after each sync.

If something goes wrong

  • Failed to sync contacts, with a message that the CS provider is not verified. Test the connection of your CS tool on the Providers page. Then sync again. Read Freshdesk or Zendesk.
  • No customer service provider configured. Set up a CS integration first. No CS tool is set up. Connect Freshdesk or Zendesk first.
  • No contacts synced yet. Click Sync Contacts to import from your helpdesk provider. No sync has run yet. Select Sync Contacts.
  • A contact is missing. Check that the contact exists in your CS tool. Then sync again.
  • Contacts is not in the menu. Your organization has no Freshdesk or Zendesk connection, or it uses the Helpdesk profile.

Still stuck? Submit a request or .