Help Center

Overview

The agent platform provides powerful search tools to help you quickly find contacts and conversations. This article explains how to use these features to locate information and manage your interactions.

Searching for Contacts

To find a contact, go to Search > Contacts. You will first need to select a specific location or sub-account to search within. The platform will then display all contacts associated with that location.

You can refine your search using several criteria, including the contact's first name, last name, phone number, physical address, or any tags applied to them.

Adding a New Contact

From the Search > Contacts area, you can also add a brand new contact directly to a sub-account. Once added, the contact will be synced to that sub-account in the main CRM. The contact source for these entries will be marked as coming from the agent platform. After adding the contact, you must manually assign it to yourself or another agent to begin communication. The action of adding the contact will be recorded in the sub-account's audit log.

Assigning a Contact to an Agent

When you want to start engaging with a lead, you can assign them to an agent directly from the search results. Select one or more contacts and use the provided dropdown menu to choose an agent. The selected contact(s) will then appear in that agent's conversation inbox.

Viewing a Contact's Audit Log

By selecting a specific contact, you can view a complete audit trail of all interactions. This log provides details about every conversation held between an agent and that contact through the platform. It includes information such as the date of each interaction, the assigned outcome or disposition, and a summary of the communication.

Searching Conversations

The platform also features a dedicated Search Conversations tool. This provides a read-only history of all conversations between agents and contacts across every communication channel supported by the platform.