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Work with contacts and organizations

Contacts and organizations give agents customer context while working conversations.

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Contacts

A contact represents a person who can participate in conversations. Contacts can include:
  • Name
  • Email addresses
  • Phone numbers
  • Organization
  • Tags
  • Notes
  • Custom fields
  • AI-generated profile information
Use the contact record to confirm identity and understand the customer’s history. The reserved Anonymous contact is an internal placeholder for chat or voice work that starts before CXP knows the customer’s identity. It does not appear in the Contacts Directory and cannot be opened from there. In Conversation Details, an anonymous contact shows only the A avatar and Anonymous; use Change Contact after you identify the customer.

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Contact 360

Contact 360 gives a focused view of one contact. From Contact 360, you can:
  • Review prior conversations.
  • Review and edit contact details when permitted. In Conversation Details, the edit pencil remains visible on every real contact card.
  • Open the contact profile.
  • Create a new manual conversation for the contact when allowed.
Use Contact 360 when you need a broader history than the current conversation timeline.

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Organizations

Organizations group contacts under an account, company, or customer entity. An organization can have multiple contacts and can be associated with conversations. Use organizations to understand customer account context, especially for business-to-business support.

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Update customer context

When you have permission, keep contact and organization data current:
  • Correct stale names, emails, or phone numbers.
  • Enter international phone numbers with a leading + and country code. CXP accepts common US national formatting and saves valid phone numbers in canonical E.164 form, such as +14155552671. An invalid phone number is not saved.
  • Add useful tags.
  • Update custom fields.
  • Associate the contact with the correct organization.
  • Avoid storing sensitive information that does not belong in customer profile data.

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Create a manual conversation from a contact

When a customer needs follow-up outside an inbound channel flow, create a manual conversation from Contact 360. The new conversation can use the selected contact and organization as defaults, then let you set subject, status, priority, assignee, category, and summary.