Contacts & Groups

The Agent Console helps you find contacts, view their details, and message or call them.

Enter at least three characters in the search field and select Filter. Results update automatically. Use filters such as department or location to narrow the results. You can also use filters on their own, without entering a search term.

Heedify Contacts & Groups search results matching a name query.

Heedify Contacts & Groups search results filtered by department and city.

Search results can include a contact’s photo, Teams presence, name, job title, department, business and mobile phone numbers, and available actions. The search also includes Outlook contacts and internal shared contacts.

Heedify Contacts & Groups contact result with its action toolbar.

Contact action buttons

The actions available depend on the contact type.

View contact details

View contact details stored in your organization’s directory.

Heedify Contacts & Groups contact-details action highlighted.

Send a message

Send a message to share information with the contact.

Heedify Contacts & Groups message action highlighted.

Send an email

Start a pre-addressed email to the contact.

Heedify Contacts & Groups email action highlighted.

View the contact’s calendar

Open the contact’s Outlook calendar.

Heedify Contacts & Groups Outlook calendar action highlighted.

Make a phone call

Select a phone number to call. Calling permissions are inherited from your organization’s Teams settings.

Heedify Contacts & Groups phone action with available phone numbers.

Make a Teams call

Start an audio call with the contact in Teams.

Heedify Contacts & Groups active Teams audio call controls.

Write a note

Personal notes are available for organization-directory contacts marked as favorites. Shared notes are available for external and favorite contacts. Notes can be shared with other agents when the contact belongs to a shared group.

Heedify Contacts & Groups personal note editor.

Heedify Contacts & Groups shared-notes panel.

Update an external contact

You can edit an external contact’s details.

Heedify Contacts & Groups form for editing an external contact.

Add a contact to a group

Open the contact’s More menu and choose a shared group. Contacts can only be moved to shared groups.

Heedify Contacts & Groups shared-group contact options.

Remove a contact

Open the contact’s More menu and select Remove.

Heedify Contacts & Groups More menu with the remove-contact option.

Favorite contacts

Select the star beside a contact to add it to Favorites.

Heedify Contacts & Groups star action for adding a contact to Favorites.

The contact then appears in the Favorites list.

Heedify Contacts & Groups contact after it has been added to Favorites.

To remove a contact from Favorites, open its More menu and select Remove.

Heedify Contacts & Groups More menu for removing a contact from Favorites.

External contacts

To add an external shared contact, select Add New, then New external contact (shared). Enter the contact details, choose a group, and select Add. You can update the contact’s details later.

Heedify Contacts & Groups form for adding an external shared contact.

Heedify Contacts & Groups form for editing an external contact.

Personal groups

A personal group helps you organize your own contacts. Select New group, enter a name, and select Add.

Heedify Contacts & Groups personal-group creation form.

Shared groups

Administrators create shared contact groups in the Heedify Admin Portal. The share icon identifies a shared group. You can add contacts to shared groups.

Heedify Contacts & Groups shared-group list.

Heedify Contacts & Groups shared-group contact options.

Works with: Microsoft Teams, Teams Phone, Outlook, Microsoft Entra ID.