Address book and contact actions
Find saved and recent contacts, inspect their details and open an available contact action.
What it is
The Address Book helps you find a customer without waiting for a new incoming conversation. Recent Contacts gives you a shorter list from your recent work. Available actions let you open the customer on the floor or start a supported follow-up.
Who uses it and why
Operators find customers and continue work through an available channel. Supervisors use the same search to locate a customer and inspect the relevant contact context, subject to their access.
Where to find it
Open the contacts control on the floor toolbar to see Recent Contacts. Select Click to open full Address Book to open the full list. A search with more than ten matches also offers a link to view all matches.
How it works
- Open Recent Contacts and select a recent customer, or enter search text.
- Enter at least three searchable characters for the popup search.
- Review the first ten results, or open all matches in the Address Book.
- Select the appropriate action, such as Create Ticket, Send Text, Send WhatsApp, Voice Call or Open on Floor.
INSIDE shows actions according to the enabled services and contact details. Local SMS and WhatsApp actions depend on an existing linked channel visitor. Salesforce contacts can offer those actions from a phone number when the corresponding channel is enabled. Voice Call needs an eligible mobile number and outbound voice.
On a Salesforce-enabled website, the contact search can use Salesforce contacts or person accounts instead of the local address book. My Contacts can therefore represent Salesforce ownership rather than local favourites.
Configure it
Contact search needs Can view Customer PII and Conversation Data on your operator account. Ask an administrator with the Settings or Manager role to check that permission when search returns no results.
Ticket, SMS, WhatsApp and voice availability follow their own channel configuration. Ask Powerfront to review Salesforce search configuration or a customised contact search.
Limits and good to know
- Spaces and some punctuation do not count towards the popup's minimum searchable length.
- Exact email searches and general text searches can return different sets of matches.
- Contacts recorded as deleted for privacy purposes are excluded from search.
- Create Ticket needs an email address to complete the popup action, even if the icon appears for a contact with only a mobile number.
- Open on Floor opens a usable visitor context; it does not mean the customer is currently browsing your website.
Depends on and works with
+3 more · this feature uses
- Outbound calling permissions and restrictionsEnhances
Outbound voice adds Voice Call for eligible mobile numbers.
- Customer identity and conversation visibility permissionsConfigured by
Contact search requires permission to view customer personal data.
- Customer data deletion and recoveryRelated
Contacts deleted for privacy purposes are excluded from local contact search.
View all connections as a list
This feature uses
- WhatsApp channel setupEnhances
An available WhatsApp identity enables the Send WhatsApp action.
- SMS number and channel setupEnhances
An available SMS identity enables the Send Text action.
- Email ticket handling and statusesEnhances
Create a ticket for an eligible contact when ticket handling is enabled.
- Live visitor and operator floorEnhances
Open an available contact on the floor.
- Customer contact detailsEnhances
Saved INSIDE contacts supply local address-book results when Salesforce search is not used.
- Customer contact identities across channelsEnhances
Linked channel identities make SMS and WhatsApp contact actions available for local contacts.
- Salesforce contactsEnhances
Salesforce-enabled websites can use Salesforce contact search.
- Custom CRM integrationEnhances
A custom CRM integration can replace the standard address-book search.
- Outbound calling permissions and restrictionsEnhances
Outbound voice adds Voice Call for eligible mobile numbers.
- Customer identity and conversation visibility permissionsConfigured by
Contact search requires permission to view customer personal data.
- Customer data deletion and recoveryRelated
Contacts deleted for privacy purposes are excluded from local contact search.
Used by
- Customer contact identities across channelsEnhances
Address-book actions use available linked channel identities.
- Salesforce contactsEnhances
Salesforce contacts and person accounts can supply address-book results.
FAQ and troubleshooting
Why does typing two characters show no search results?
The popup waits for at least three searchable characters. Add more of the name, address or number.
Why is the channel button missing?
The service must be enabled and the contact must have the details or linked channel visit needed for that action.
Why does Create Ticket do nothing for this mobile-only contact?
The popup's ticket action needs an email address. Add a valid email address before using that action.
Why can't I find a contact that another operator can find?
Check personal-data permission, the selected website and any contact filters. Salesforce ownership can also affect My Contacts results.