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.

Client info tab.png — *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 Messaging 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.

The Add button opens the form for adding a new Contact with this number (Fig. 2).

Add a contact.png — *Fig. 2. Add a contact*

Consists of the following elements:

Name — the name of the Contact (required field);
Phone number — the Contact's phone number;
Email — the Contact's email address;
Time zone — the Contact's time zone;
Owner — the User to be assigned to the Contact;
Labels — 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. 3).

Search for Contacts.png — *Fig. 3. 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. 4).

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.

Search result — multiple contacts.png — *Fig. 4. Search result — multiple contacts*

— opens the page of this Contact.

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 — a section that expands/collapses and contains the Phones, Messaging, and Emails tabs.

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

1.1.1. Phones tab

The Phones tab displays a list of the contact's phone numbers (Fig. 5). Each number is shown with its communication type. The mark next to a number indicates the contact's primary (default) phone. The add button opens a form for adding a new phone number to the contact. The form contains:

the Phone number field — required, for entering the phone number;
the Communication type field — required, a dropdown list of available communication types;
a confirm button — adds the entered number to the contact's communication options;
a close button — closes the form without saving; the number is not added.

1.1.2. Messaging tab

The Messaging tab displays a list of text gateways linked to the contact (Fig. 6).

The send message button opens the Send message modal window (Fig. 7).

Send message.jpeg — *Fig. 7. Send message modal window*

The Send message modal window consists of the following elements:

message input field (Fig. 7.(1)) — required; here you enter the text that will be sent to the contact;
emoji button (Fig. 7.(2)) — opens the emoji panel;
send button (Fig. 7.(3)) — sends the entered message to the contact;
close button — closes the modal window; the message is not sent.

Sending a message is possible only during an active call or chat and only for an identified contact.

Sending a message is available for the following gateways:

Telegram Bot;
Mobile app (SDK);
Viber Bot;
Facebook Messenger;
Custom Chat Gateway.

For other gateways, sending a message is not possible.

1.1.3. Emails tab

The Emails tab displays a list of the contact's email addresses (Fig. 8). The add button opens a form for adding a new email address to the contact. The form contains:

the Email field — required, for entering the email address;
the Communication type field — required, a dropdown list of available communication types;
a confirm button — adds the entered email address to the contact's communication options;
a close button — closes the form without saving; the email address is not added.

An email address added this way does not become primary (default) for the contact.

1.2. Member description

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

1.3. Call variables

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