Customer Panel
Table of contents
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:
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| Customer notes | Displays the most recent note added to this customer record. |
| View notesbutton |
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| Edit information(pencil) icon |
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| 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:
|
| 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. |
| | 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. |
| | 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. |
| | 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 |
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| Contactble/Not Contactable address icons |
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| 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:
- View the customer record.
- Select the Field Category menu, then select Groups.
- Click the desired group in the Available Groups list to add the customer to that group.
- 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
- Edit the customer record.
- Add or edit a phone number (mobile, home or business).
- 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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