In Omni you can let your agents directly contact a customer using a phone number or an email address.
How does it work
Agents will find a Manual contact button on their interface, when they click it they can then enter a phone number (for call and SMS) or an email. It will then directly take them to the contact if it exists, offer them a choice if multiple contacts already exist with this number/email, or create a new contact.
In case of a call, the call will start immediately the contact is opened.
A newly created contact can then be saved to the right contact list by the agent.
The Manual contact button can be used on the inbound tab and also on outbound tabs, but each require settings.
Activate the "Manual contact" button on inbound tab
Here are the steps you need to follow in the admin interface:
- Go to Admin > Contact lists > Create
Create a contact list that will be used to retain the new contact. It can be empty.
- Go to Admin > Campaigns > Create
Create an "Inbound project"
- When editing the campaign make sure to
- Leave the office selection free. This campaign shouldn't be attached to any.
- Set the contact list created in 1 as the default contact list
- Go to Admin > Agents > Access rights
Give access rights to that campaign to all agents.
- Go to Admin > General settings > Global settings
Scroll down to Omnichannel settings and select the campaign created in 2 as the default campaign for manual calls.
When this is done, check with an agent that has the rights, the Manual contact should appear on the inbound tab.
Activate the "Manual contact" button on outbound tabs
When agents open an outbound tab they need to select a project. This project simply need to allow manual calling. To do so :
- Go to Admin > Campaigns
Create or select the project where you want to enable manual contacts
- Scroll down to Calling Methods
- Tick the box Manual
When this is done, check with an agent that has the rights to this project and ask him to open an outbound tab with this project. The Manual contact button should appear on the tab.