Before Creating contact lists for Omni it is worth considering how contact lists are used in Omni, and how many you might need to create.
Contact lists: Outbound vs Omni
- In the context of Outbound calling, a contact list represents a list of people that you wish to place calls to. Often, once a call to a contact has been successful, you will not need to call that contact again, and the number gets finalised.
- Omni contact lists on the other hand, represent a list of people who, when they contact you, Omni will recognise that contact and show you their details, including their history. It is relatively uncommon that you would finalise a contact on an Omni contact list. Contacts, and contact lists, for Omni tend to persist.
Default contact list
Although you will be able to add multiple contact lists to your project, see below, you must always define one list to be the Default contact list. This is selected from a drop-down list in the General information section of the project information.
The Default contact list is an important selection for the project. This is the list that any new contacts will be added to, if the agent receives a call or message from an unknown contact and they choose to add the contact.
In this example, if an agent receives a call while working on this project and adds a new contact for it, they will always be added to the contact list Subscription customers.
Number of contact lists
When creating a project for Omni you can attach multiple contact lists if needed. You might have contact lists for customers with different products, or who are based in different geographical areas for example. The contact lists to be used can be defined in the Contact list selections section of the project.
Notice that the list we selected as the Default contact list is already ticked and cannot be unticked.
Contact lists and flows
If you are using flows in your Omni setup, particularly if you are working with Advanced flows, some applets interact with contact lists.
- The New contact message applet will create the new contact in the project's default contact list.
- The Prioritization call applet allows you direct the call differently if the call is coming from a contact on a specific contact list. This might allow you to direct subscription customers to a priority queue, for example.