Contacts & Groups

The Agent Console offers a smooth interface to work with contacts and enhance agents productivity.

Contact search

To find a contact, enter a search term of at least three characters into the search field and select filter. Search result will be show automatically.

Use filters to narrow down the search results and quickly locate specific contacts based on criteria such as department, location or other relevant details.

Filters can be used as standalone search criteria, eliminating the need for a specific search pattern.

Search result display the following informations which are retrieved mainly from organization directory (Azure AD)

  • Photo
  • Teams presence status
  • Full name
  • Job title
  • Departement
  • Business phone and mobile
  • Eligible actions

The Heedify search engine also targets the Outlook contacts folder and internal shared contacts.

Contact action buttons

The Agent Console offers a multiple shortcut buttons to optimize agent performance:

See contact informations

 This button display contact informations stored on organization Entra ID.

Push a message

 Agent can push a message to notify a user ( i.e give contextual information concerning a call…).

Send email

 Agent can send quickly a pre-filled mail to his contact.

Refer to Message Template for more details about message template

See contact calendar

 Agent can access quickly to contact Outlook calendar

Phone calling

 Agent can make calls in same way as Click-to-call, all phone numbers in organization directory are displayed

Teams calling permissions for an agents are inherited in Heedify Agent Console (i.e permissions to call national, international numbers)

Teams calling

 Agent can make Teams audio calls to contact

Write a note

 This button offers the possibility to take notes concerning a contact.
 Notes could be shared with other agents if the contact is belonging to a shared group.

Several types of note are possible.

  • Shared : allowed with external contacts and favorite contacts
  • Personal : allowed only for organization directory user and marked as favorite

Update (external) contact information

 An agent can update external contact details.

Add contact to a group

Video An agent can move a contact to an already created group.

Moving a contact is only possible to a shared group.

Delete contact

 You can also delete a contact to keep panels relevant.

Favorite contact

Adding contact as a favorite, allows agent to access quickly to contacts.

1 To add a favorite, click on favortie the star button. Untitled
2 Then, contact will be added to Favorites. Untitled
3 To remove a contact from Favorites, use the Delete button Untitled

External contact

Beyond organisation internal contacts, agent can add external contact using Add New button, then select New external contact (shared) option, fill form with contact details and click Add.

Untitled

Personal groups

A personal group is a contact folder containing agents contacts. This additional feature enhances also agent productivity.

Untitled

Shared groups

Administrators can create Shared contact groups through the Heedify Admin Portal.

This type of group is highlighted using a share icon.

Agents can add shared contacts to these groups.

Screenshot 2024-05-02 at 11.25.26.png

Untitled