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