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AurionAI

Look up and update contacts

4 min readBy Emmanuel Yazbeck

Who sees this: Contacts — profiles Helpdesk and AI Voice + Helpdesk. Roles: Agent, Supervisor, Admin and Owner can create and edit contacts. Only Admin and Owner, or users with the Delete contacts permission, can delete and restore them. Read-only users can only read contacts.

A contact is a person who asks your help desk for help. AurionAI links each conversation to a contact. The contact page shows everything about one person: their details, their conversations and voice calls, the changes to their record and their files.

Prerequisites

  • Your organization uses the Helpdesk or AI Voice + Helpdesk profile.
  • To create or edit a contact, your base role is Agent, Supervisor, Admin or Owner, or you have the Manage contacts permission.
  • To delete or restore a contact, your base role is Admin or Owner, or you have the Delete contacts permission.

Steps

Find a contact

  1. In the sidebar, select Contacts.
  2. Type in the search box. It searches names, email addresses, phone numbers and company names.
  3. Select a name to open the contact.

The Contacts page with the search box and the list of contacts

To choose the columns of the list, select Columns. Select a company name in the list to open that company. Read Look up and update companies.

Create a contact

  1. On the Contacts page, select New Contact.
  2. Fill in at least one of First Name, Last Name or Email.
  3. Optional: fill in Phone, Company, Role, Locale, Timezone and Tags. If your administrator added Custom Fields, some of them can be required. Read Custom fields.
  4. Select Create Contact.

Read a contact's history

Open the contact. The page has four tabs:

  • Overview: name, email, phone, role, language and time zone. It also shows if the person unsubscribed from emails, or if emails to them bounce.
  • Conversations: the conversations of this person. Select a subject to open the conversation. If the AI identified this person during phone calls, the calls are listed above, under Voice calls.
  • Activity: the changes made to the contact, with who made them and when.
  • Documents: the files attached to the conversations of this person. You can preview each file or download it.

The column on the right shows the company, the number of conversations and when the person was last seen.

Edit a contact

  1. Open the contact and select Edit. The window Edit Contact opens.
  2. Change the details. To move the contact to another company, or to remove it from its company, change Company. Choose None to remove it.
  3. Select Save Changes.

If emails to this person bounced, Clear email suppression appears next to Edit. Select it only after the person gave you a correct, working address.

Delete or restore a contact

Requires: Admin or Owner, or the Delete contacts permission.

  1. Open the contact and select Delete. The window Delete Contact opens.
  2. Type the name of the contact to confirm, then select Delete.

To delete several contacts, select their check boxes in the list, select Delete Selected, then Confirm Delete.

To restore a contact:

  1. On the Contacts page, select Show deleted. Deleted contacts appear with the badge Deleted.
  2. Select the button with three dots on the row of the contact, then Restore.

Result

  • A new or changed contact appears in the list.
  • A deleted contact leaves the list. It is not erased: it comes back when someone restores it.

If something goes wrong

  • New Contact and Edit are missing. Your role can only read contacts. Ask your administrator for the Manage contacts permission.
  • You see only the last four digits of phone numbers. Your role can only read contacts, and phone numbers are hidden for this role. Ask your administrator if you need the full number.
  • Delete and Show deleted are missing. Only administrators and users with the Delete contacts permission can delete and restore contacts. Ask your administrator.
  • Delete stays grey. Type the name exactly as it is shown in the window.
  • Create Contact stays grey. Fill in a first name, a last name or an email address.

Still stuck? Submit a request or .