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Customer Panel

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Customer Panel

 

The Engage customer panel displays contact information about your customers. This information may be captured automatically as messages or calls come into your contact center. Agents may also create, edit and update customer records manually. And customer information can be uploaded by a site administrator from external sources, such as CRM programs or customer databases. The customer panel can display multiple tabs, allowing you to switch easily between customer records.


Figure 2-1 below shows an example customer record in view mode. Table 2-1 describes the available fields and controls in this view.

 

Figure 2-1: Customer Panel (view mode)

 

Table 2-1: Customer Panel View Options

Control Name

Description

Customer avatar

The customer's image or avatar, if available.

Customer ID

The customer's identifying information, including first and last name and CustomerRef1 and CustomerRef2 fields, if available.

Customer status menu

Sets the customer's status. Choices are:

  • Active
  • Inactive—Inactive customers do not appear in search results unless you check the Include inactive customers check box.

Customer notes

Displays the most recent note added to this customer record.

View notesbutton

 Lets you view and add notes to this customer record.

Edit information(pencil) icon

 Lets you edit customer details. See below for the available edit fields.

Field Categorymenu

Displays the currently selected customer information field category.

 

Field Categories

The customer panel provides a number of standard fields, such as name and contact information. These fields are grouped into categories:

  • Contact Info—primary contact information, such as name, phone numbers, email addresses, social media handles, etc.
  • Address Info—mailing address information.
  • Additional Info—default category for custom fields.
  • Groups—customer grouping fields.

 

Categories can be selected using the Field Category menu.

 

Contact Info Fields

 

The contact info tab includes the following fields, as described below.

 

Figure 2-2: Contact Info Fields (edit mode)

 

Whenever a contact field appears as a link, you can click to contact the customer using that address or phone number. See Click to Contact below for more information.

 

When entering a phone number, you can enter the country code using either the country selector or by typing + followed by the country code number. See Using the Country Code Selector below for more information.

 

Table 2-2: Contact Info Fields

Control Name

Description

First name

The customer's first (given) name.

Last name

The customer's last (family) name.

Customer reference fields

The customer's unique identifier, if available. The customer reference fields (CustomerRef1 and CustomerRef2) can be used to associate the customer with an external system, such as

a CRM (customer relationship management) system. If needed, Engage can generate unique values for these fields when creating a new customer record.

Customer status menu

Sets the customer's status. Choices are:

  • Active
  • Inactive—Inactive customers do not appear in search results unless you check the Include inactive customers check box.

Mobile phone

The customer's mobile phone number. This may be used to send outgoing SMS messages or as the target of a manual outbound ("dial out") call.

The customer database can store multiple numbers, as needed.

Email

The customer's email address. The customer database can store multiple addresses, as needed.

Home phone

The customer's home phone number. This may be used as the target of a manual outbound ("dial out") call.

The customer database can store multiple numbers, as needed.

Business phone

The customer's business phone number. This may be used as the target of a manual outbound ("dial out") call.

The customer database can store multiple numbers, as needed.

Twitter

The customer's Twitter account ("handle").

The customer database can store multiple accounts, as needed.

Twitter More Details link

Displays additional fields and controls for Twitter accounts.

Tweets

The total number of tweets sent by this customer.

Followers

The total number of Twitter users following this customer.

Following us:

Indicates whether or not the customer is following one of your configured Twitter accounts. If so, you can mouse over the "Yes" link to see which accounts are being followed.

Followed by us:

Indicates whether or not you are following the customer from one or more of your configured Twitter accounts. If so, you can mouse over the "n accounts" link to see which accounts are following this customer.

Follow button

Click to follow the current customer from your Twitter account. If you are already following this customer, click the button again to unfollow this customer's account.

Followingbutton

This button appears when you are following the customer from multiple Twitter accounts. Click to display the "Choose an account to follow" dialog. Using this dialog, you can select which of you Twitter accounts will follow the customer.

Follow all accountsbutton

For each of your Twitter accounts, select the ones you want to use to follow this customer and click the Follow button. If you are already following the customer from an account, the button label will be Following. If you wish to stop following the customer from an account, click the Following button for that account. The button label will change to Unfollow and that account will no longer follow this customer's account.

Facebook

The customer's Facebook numeric account. This is different from the account name visible to Facebook users.

The customer database can store multiple accounts, as needed.

Preferred address icon

 Preferred address icon

Contactble/Not Contactable address icons

 By default, all addresses are considered contactable and are marked with a "check" icon. Address that may not be used to contact the customer are marked with the "no" (or "slashed circle") icon. Although an agent may not send an email to this address, it is possible the customer may still send email from this address.

Customer group checkboxes

You can assign customers to one or more groups using the customer groups checkboxes. Customer groups are configured by a site administrator.

 

Address Info Fields

Table 2-3: Contact Info Fields

Control Name

Description

Address 1

The customer's primary street address (e.g., 123 Main Street).

Address 2

The customer's secondary street address (e.g., Apt 21)

Address 3

Additional street address information

City

The customer's city.

State/Province

The customer's state or province.

ZIP/Postal Code

The customer's ZIP or postal code.

Country

The customer's country.

Default Time Zone

The customer's time zone.

 

Custom Fields

Engage administrators can configure the following additional custom fields:

  • Up to 30 "short fields," storing data up to 255 characters in length.
  • Up to 2 "long fields," storing information that is unlimited in length.
  • Up to 2 "date time fields," allowing the user to select dates from a pop up calendar.

These custom fields can be used to store data specific to your business. By default, they will appear in the additional info tab of the customer panel. Engage administrators can also create custom tab names to contain these fields.

 

Group Fields

Customers can be assigned to arbitrary groups, letting you perform actions on selected customers. For example, you may want to send targeted broadcast messages to a customer group. Customers can belong to multiple groups.

 

Adding a customer to a group:

  1. View the customer record.
  2. Select the Field Category menu, then select Groups.
  3. Click the desired group in the Available Groups list to add the customer to that group.
  4. To remove the customer from a group, click the group om the Selected Groups list.

 

Figure 2-3: Customer Groups

 

Click to Contact

Throughout Engage, anywhere a customer's contact information appears as a link, you can click that link to open a message editor of the appropriate type, as described in table 2-4.

 

Figure 2-4: Click to Contact Links (search results)

 

Table 2-4: Click to Contact Editor Types

Contact Field Type

Editor

Home phone, business phone

Phone panel

If your Engage account is not configured for voice communications, clicking a home or business phone link will display a message instead of the phone panel.

 

Mobile phone

SMS editor

Email address

Email editor

Facebook account

Facebook editor

Twitter address

Twitter editor

 

Using the Country Code Selector

The country code selector allows you to specify country codes for all phone numbers. The country flag shows the currently selected country code.

 

To Select a Country Code

  1. Edit the customer record.
  2. Add or edit a phone number (mobile, home or business).
  3. Use the drop down menu to select or change the country code.
    • You can also type a + sign followed by a country code number.

Figure 2-5: Country Code Selector

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