How to open the Customer Card when answering a call

Created by Jens Leijon, Modified on Thu, 03 Aug 2023 at 09:53 AM by Hannah Peters

This guide will explain how to trigger a popup of the Customer Card when answering a call.
The Contact card shows the agent the contact details to the customer. If the contact wasn't in the system previously a new contact will be created and added to the list associated with the Queue.

The agent can click on Customer Journey to see previous interactions with the customer

How to open the Customer Card when answering a call

Go to Tools -> Triggers:

Add a new trigger by clicking the + in the bottom right corner. Then name the trigger and click Status to activate the trigger. Click Add trigger:

Click the three dots on the right and Edit trigger:

Go to Conditions & Actions and click the + under "Meet all these conditions":

Choose the following:

Field = Queue
Operator = Equals
Queue = Your chosen queue
Then click Add Condition:

Click the + under "Meet all these conditions" again and choose the following:
Field = Call Status
Operator = Equals
Value = Answer
Then click Add condition:

Scroll down to Actions and click the +:

Fill in the following:

Action = Contacts Manager
List = Your chosen contact list (this is the list the contacts will be added to)

Search fields = e.g. Phone

Create contact automatically = Yes

Autocreate field = e.g. Phone

Ignore dialer conact Id = Yes or No

Then click Add Action:

Click Save:

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