March 16, 2022

Contact Search is now generally available

Contact Search helps agents provide better customer service by having relevant customer data at their fingertips. Contact Search functionality can be enabled in settings.

Engage Contact Search allows agents to:

  • Search for contacts to review information about the customer, records of previous conversations, notes and tasks all within Engage.
  • 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
  • Favourite contacts so they are easily accessible to the agent