Contact Search (Engage Legacy)

Contact search allows agents to:

Search for contacts received by them and to review information about the customer, records of previous conversations, notes and tasks.

Search for contacts across all channels, giving the agent a complete overview of the conversation history with the customer.

See a list of recent contacts and recent searches.

Mark contacts as ‘Favorite’ so they are easily accessible to the agent.

With Contact search, we empower agents to provide better customer service by having relevant customer data at their fingertips.

How to access Contact search

Click on the search icon next to the agent status bar.

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Contact search is in a separate tab from the inbox, so it does not disrupt an agent’s workflow. Agents can easily switch between conversations and contact search.

Once you click on it you will immediately see your recent customer interactions.  You can also mark contacts as favorites for quick access.

The list that appears is sorted based on the Agent's most recent contacts. The dates that appear on each card are the dates at which that customer most recently contacted any of your Agents.

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To favorite a contact, click on the star next to the relevant contact. To view the contacts added to the favorites list, click on Favorites.