Client info | Webitel Documentation

1. Description

The Client info tab becomes available on inbound or outbound calls and chats. The name of the Queue, if the communication is from the Queue, and blocks with information about the client are displayed (Fig.1):

Client;
Member description;
Call variables.

Each block has a button to expand and collapse it:

— expand;

— collapse.

Fig. 1. Client info tab

When calling, identification is based on the Contact's phone number. The contact's phone number is displayed on the Phones tab on the Contact's page.

When chatting, identification is based on the Contact's communication channel identifier. The contact's communication channel identifier is displayed on the Messages tab on the contact's page.

1.1. Client

If there is no Contact for the current number, the corresponding information is displayed. After accepting a call or chat, the search and add options become available (Fig. 2).

Fig. 2. No contact found

The Add button opens the form for adding a new Contact with this number (Fig.3).

Fig. 3. Add a contact

Consists of the following elements:

Name — the name of the Contact;
Time zone — the Contact's time zone;
Owner — the User to be assigned to the Contact;
Label — you can select, or enter new, label(s) to group Contacts by;
Description — description of the Contact;
Cancel button — closes the form, the Contact is not added;
Add button — adds the Contact.

Clicking the button opens the same form to add a new contact.

If you click the button, the tools for manual contact search will appear on the screen (Fig. 4).

Fig. 4. Search for Contacts

After entering data in the search field, you need to click the Search button. You can search by name, destination (phone number or email address) and attributes.

If several contacts are found as a result of the search, they are displayed one by one with the possibility of viewing the next ones, for which you need to use the button (Fig. 5).

If a new Contact is created from an active chat, the number is added to the newly created Contact.

If a Contact was found, but the Agent creates a new Contact during the active chat, the number is automatically unlinked from this Contact and linked to the new one.

Note. If you create a contact from Workspace, the phone number will not be automatically linked to the contact card but will only appear in the call timeline. To link the number, you need to do it manually in CRM → Contacts.

Fig. 5. Search result — multiple contacts

— opens the page of this Contact in Webitel CRM application.

If the User has access to the “CRM” → “Contacts” section, the contact card opens in the regular view.

If access to the section is denied, the card still opens but only in read-only mode:

the top navigation panel (path to the section) is not displayed;
the list of all contacts is not displayed;
it is not possible to edit or delete data;
opening is possible only via a special link generated by the system.

The Select button binds the call to this Contact to then show it in the Contact's call history.

Sections:

Labels — labels of this Contact;
Attributes — attributes of this Contact;
Description — description of this Contact;
Communication options — has the Phones, Messaging and Emails tabs, where phone numbers and email addresses are displayed, respectively.

The Back button closes the search results.

The Add button opens the form for adding a new contact.

If there is a Contact by the current number, the information about it is displayed.

1.2. Member description

The number description entered when loading the Member's number is displayed here. More information about downloading can be found here.

1.3. Call variables

Information sent from routing is displayed here — for example, Member variables.