# Address book and contact actions Find saved and recent contacts, inspect their details and open an available contact action. *Release 3.3 ยท operator, supervisor* ## 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 1. Open **Recent Contacts** and select a recent customer, or enter search text. 2. Enter at least three searchable characters for the popup search. 3. Review the first ten results, or open all matches in the **Address Book**. 4. 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 ### This feature uses - **Configured in** [Customer identity and conversation visibility permissions](SEC-016.md): Contact search requires permission to view customer personal data. - **Works better with** [WhatsApp channel setup](CHN-006.md): An available WhatsApp identity enables the Send WhatsApp action. - **Works better with** [SMS number and channel setup](CHN-022.md): An available SMS identity enables the Send Text action. - **Works better with** [Email ticket handling and statuses](CHN-026.md): Create a ticket for an eligible contact when ticket handling is enabled. - **Works better with** [Live visitor and operator floor](CON-006.md): Open an available contact on the floor. - **Works better with** [Customer contact details](CRM-001.md): Saved INSIDE contacts supply local address-book results when Salesforce search is not used. - **Works better with** [Customer contact identities across channels](CRM-005.md): Linked channel identities make SMS and WhatsApp contact actions available for local contacts. - **Works better with** [Salesforce contacts](CRM-011.md): Salesforce-enabled websites can use Salesforce contact search. - **Works better with** [Custom CRM integration](CRM-022.md): A custom CRM integration can replace the standard address-book search. - **Works better with** [Outbound calling permissions and restrictions](RTC-005.md): Outbound voice adds Voice Call for eligible mobile numbers. - **Related** [Customer data deletion and recovery](SEC-019.md): Contacts deleted for privacy purposes are excluded from local contact search. ### Used by - **Enhances** [Customer contact identities across channels](CRM-005.md): Address-book actions use available linked channel identities. - **Enhances** [Salesforce contacts](CRM-011.md): 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.