The contact overview
In short: The Contacts overview shows all people and companies aishaa knows: customers who have ever sent a ticket and contacts you have added yourself. You search by name, email address, phone number or WhatsApp number, filter by type and open tickets, and open the latest ticket or the customer profile from a row.
Where to find this
Click Contacts in the main menu. The screen has the subtitle Find people and companies across email, phone, WhatsApp and ticket history.
Who: from the Viewer role. Contacts belong to the whole account: all organisations of the account share the same contact list. Adding, editing and merging is possible from the Agent role.
The Contacts overview with the search bar, the Filters button, the sort choice and a number of contact rows with tickets, contacts and last activity.
How contacts are created
You do not need to create contacts yourself. aishaa automatically creates a contact as soon as a ticket comes in via email, WhatsApp, phone or another connected channel. As long as there are no tickets yet, the overview shows the text No contacts found yet with the explanation Contacts are created automatically from tickets and inbound communication.
A contact is a Person or a Company. A person has one contact with one or more contact details (email address, phone number and so on). A company can have several contacts and domains. You can read how to manage this in The customer profile.
Searching
Type a name, email address, phone number or other contact detail in the Search contacts field. The overview searches automatically as you type; you do not need to press Enter. The cross next to the search field clears the search.
If the search returns nothing, you see No contacts match these filters.
Filtering
Click Filters to open the filter panel. You can combine the filters.
| Filter | Options | Meaning |
|---|---|---|
| Type | Person, Company | Show only people or only companies. |
| Contact detail | Email address, Phone number, Instagram handle, Web widget identity | Show only contacts that have this kind of contact detail. |
| Customer group | The customer groups of the account | Show only the customers in that group. The filter only appears if the account has customer groups. The cross in the field clears the choice again. See Customer groups. |
| Open tickets | All customers (default), With open tickets, Without open tickets | Show only contacts with or without open tickets. |
Clear filters resets all filters and the search in one go.
The expanded filter panel with the Type, Contact detail, Customer group and Open tickets drop-down lists and the Clear filters button.
Sorting
The sort choice is to the right of the Filters button.
| Option | Meaning |
|---|---|
| Recent activity (default) | Contacts with the most recent ticket or message at the top. |
| Name A-Z | Alphabetical by name. |
| Most open tickets | Contacts with the most open tickets at the top. |
| Most tickets | Contacts with the most tickets in total at the top. |
| Recently created | The newest contacts at the top. |
The round button with the arrow (Refresh) reloads the overview.
Recording a conversation
From the Agent role, the Record conversation button is next to the sort choice. With it, you record a conversation before you know which customer it belongs to; you then link the recording to a customer from this overview. See Recording a conversation.
What a contact row shows
Each row shows:
- The avatar or initial, the name and, for a company, a building icon with the tooltip Company.
- A coloured chip with the name of the customer group the customer belongs to, with the tooltip Customer group {name} or Customer group {name} · AI analysis off. See Customer groups.
- An orange label {number} open if the contact has open tickets.
- The primary contact detail, for example the email address. If there is none, it says No primary contact detail.
- Channel icons if the contact can be reached through more than one channel.
- The line Latest ticket #{number}: {subject} for the most recent ticket.
- For a company, the name of the main contact and the primary domain; for every contact, the external reference, if one has been filled in.
- The figures Tickets (total number of tickets) and Contacts (number of contacts). If the Cases feature has been activated for your account, there is also a figure labelled Cases: the number of cases for this contact.
- The time of the last activity. Hover over it for the full date and time.
On the right of the row there are two buttons: the conversation icon opens the latest ticket (tooltip Open latest ticket: {subject}) and the arrow icon opens the profile (tooltip Open contact profile). Clicking the row itself also opens the profile.
Good to know
- Your sort choice, filters and the number of rows per page (Items per page) are remembered per user, separately for a narrow and a wide screen. After 24 hours without use, the overview returns to the default settings.
- The contact overview covers the whole account. You therefore also see contacts who only have tickets in another organisation of the same account.
- There is no button to create a new contact manually from this overview. Contacts come from tickets; you add extra contacts and contact details in the customer profile.
- There is no export of the contact list.
- If you see one customer twice (for example an email contact and a WhatsApp contact with the same name), you can merge those profiles. See Merge, move and block contacts.