This guide provides essential instructions for efficiently managing contact updates during interactions. It outlines the process for searching existing contacts, updating their details, or creating new ones, ensuring that users can maintain accurate and comprehensive contact information.


1. Should you receive an interaction from a contact who hasn't communicated via the interaction type before, in this case SMS, you can search they system to find their details.

To initiate a search, hit the "Change Contact" button.


2. Click the "Search Contacts..." field to enter a search term (You can also do an advanced search here by hitting the grey button to the right).

Change/Update

3. Entering a search term will bring up any matches on the system (Advanced search allows partial matches).

This will list the contacts basic information, including any contact details (Hovering the mouse will display any other information such as the address, reference and list/pot of data where the contact is currently located).

To select a contact to continue the interaction, hit the "Select" button on the phone number if it is the same.

If the number isn't present/different, you can add it to the contact via the "Add Number" button.


4. When doing this on email interactions, you click the "select" button on the email you wish to replace or hit the "Add email" button to add the email address to the contact.

Create

5. If your search doesnt bring back any matches, you can add the contact to the system via the "Create New Contact" button at the bottom.


6. You will be presented with a number of fileds you can fill in to create a contact. The more information you can fill in, the better future matches will be.


7. Once matched/created, the contacts correct/updated details will appear on screen in the relevant areas (including the script if configured).


8. The History tab will then display the contacts entire history within the MaxContact system.


9. Its also possible to change/search for the contact details via the button in the top right of the screen.


10. This will give you the same search functionality as presviously described.