Lookups (Creation and Configuration Manual)

1. Description

Lookups (Fig. 1) are structured system settings used to standardize and automate business processes for handling Cases.

They allow storing the configurations applied in Case processing workflows, defining categories, priorities, statuses, sources of Cases, and assigning responsibility for each Case.

Using lookups helps to avoid errors, speed up operator work, and ensure a unified approach to Case processing.

Creation, editing, and configuration of lookups are performed in the section: CRM → Configuration → Lookups.

1.1. Contact Groups Lookup

The "Contact Groups" lookup (Fig. 2) contains the names of groups that a Contact can belong to. A Contact may belong to groups assigned during creation or editing. Certain Contact Groups may be accessible only to specific users. Contact Groups can be used as executor groups for Cases. A Contact may belong to one or multiple groups, or not belong to any.

To create a "Contact Groups" lookup (Fig. 2), follow these steps:

1. Navigate to CRM → Configuration → Lookups → Contact Groups.

2. Click the Add icon , which will open the "Add Contacts" modal window (Fig. 3).

3. Select the group type: static or dynamic.

1.1.1. Static Group

If a static group is selected:

1. In the "General" tab (Fig. 4), fill in the fields:

• Name — required, editable. The user-defined name of the group.

• Description — optional, editable.

• State — required, editable. Enabled by default . The group can be active or inactive, and can or cannot be assigned to a Case (the "Assignee Group" field) or a dynamic group. Only active groups can be used for selection.

2. Click the Save button.

To add a user to the group and assign permissions:

1. Navigate to the Permissions tab (Fig. 5).

2. Click the Add icon , to open the "New Grantee" modal window (Fig. 6).

3. In the modal window, select a Role.

4. Click one of the buttons:

   • Add — adds a new grantee; the user remains on the "Permissions" tab.

   • Close or the close icon – closes the window without saving changes; the user returns to the "Permissions" tab.

1.1.2. Dynamic Group

If a dynamic group is selected:

1. In the General tab (Fig. 7), fill in the following fields:

• Name — required, editable.

• Description — optional, editable.

• State — required, editable. Enabled by default . The group can be active or inactive and can or cannot be assigned to a Case (the "Assignee Group" field). Only active groups can be selected.

• Default Group — required, editable. Only a Contact Group of type Static can be selected.

2. Click the Save button.

To add a new Condition:

1. Navigate to the Conditions tab (Fig. 8).

2. Click the Add button or the icon . This opens the "Add Condition" modal window (Fig. 9).

3. In the Add Condition modal window (Fig. 9), fill in:

• Condition — required, editable field.

• Contact Group — required field. Select a static group from the "Contact Groups" directory. Only static groups can be selected in this field.

• Assignee — optional field. Select a Contact from the members of the selected static Contact Group.

4. Click the Save button.

To add a user to the group and assign Permissions:

1. Navigate to the Permissions tab (Fig. 11).

2. Click the Add icon" , to open the New Grantee modal window (Fig. 12).

3. In the New Grantee modal window, select a Role.

4. Click one of the buttons:

   • Add — adds the new grantee.

   • Close or the close icon – closes the window without saving changes.

1.2. Priorities Lookup

The Priorities Lookup (Fig. 13) contains the list of priorities that can be assigned to a Case.

To populate the "Priorities" lookup:

1. Navigate to CRM → Configuration → Lookups → Priorities.

2. On the priorities list page (Fig. 13), click the Add icon . The system will open the new record creation page (Fig. 14).

3. In the General tab (Fig. 14), fill in the following fields:

• Name — required, editable.

• Description — optional, editable.

• Color — required, editable.

4. Click the Save button.

1.3. Closure Reasons Lookup

The Closure Reasons Lookup contains the list of reasons used to close a Case when it is moved to the final status. Multiple closure reasons lookups can be created in the system for different use cases.

To create a new "Closure Reasons" lookup:

1. Navigate to CRM → Configuration → Lookups → Closure Reasons.

2. Click the Add icon , to open the new lookup creation page (Fig. 16).

3. In the General tab (Fig. 16), fill in the following fields:

   • Name — required, editable.

   • Description — optional, editable.

4. Click the Save button.

After creating the "Closure Reasons" lookup, you can populate it with specific reasons that will be available when closing Cases:

1. Go to the Reasons tab (Fig. 17).

2. Click the Add button or icon . The Add Reason modal window will open (Fig. 18).

3. In the modal window, fill in the following fields:

   • Name — required, editable.

   • Description — optional, editable.

4. Click the Save button.

1.4. Statuses Lookup

The Statuses Lookup (Fig. 19) contains the list of statuses (processing stages) that a Case can have. Multiple status lookups can be created in the system for different use cases.

To create a new lookup:

1. Go to CRM → Configuration → Lookups → Statuses (Fig. 19).

2. Click the Add icon , to open the new lookup creation page (Fig. 20).

3. In the General tab (Fig. 20), fill in the following fields:

   • Name — required, editable.

   • Description — optional, editable.

4. Click the Save button.

To add a new status:

1. Go to the Statuses tab (Fig. 21).

2. Click the Add button or icon . The Add Status modal window will open (Fig. 22) with the following fields

• Name — required, editable.

• Description — optional, editable.

3. Click the Save button.

1.5. Case Sources Lookup

The Case Sources Lookup (Fig. 25) contains the list of sources from which a Case can be created. This lookup is used by the system or user when filling in the Source field in the Case.

To populate the Case Source:

1. Go to CRM → Configuration → Lookups → Case Sources.

2. Click the Add icon , to open the new lookup creation page (Fig. 26).

3. In the General tab (Fig. 26), fill in the following fields:

• Name — required, editable field.

• Type — required field selected from the list:

  • Call;

  • Chat;

  • Social Network;

  • Email;

  • API;

  • Created manually.

• Description — optional, editable field.

4. Click the Save button.

1.6. SLAs Lookup

The SLAs Lookup (Fig. 27) is used to configure rules for calculating the planned response and resolution times for a Case depending on its type or Contact.

To create a new "SLAs" lookup:

1. Navigate to CRM → Configuration → Lookups → SLAs (Fig. 27).

2. Click the Add icon to open the new lookup creation page (Fig. 28).

3. In the General tab (Fig. 28), fill in the following fields:

• Name – required, editable.

• Description – optional, editable.

• Calendar – required, editable. Used to calculate the "Planned Resolution Time" and "Planned Response Time" fields. Selected from the list of previously created Calendars.

• Planned Response Time (hh:mm) – required, editable. The number of hours and minutes within which a response must be provided (i.e., changing the status to anything other than the initial status). Always applied if no Conditions are met.

• Planned Resolution Time (hh:mm) – required, editable. The number of hours and minutes within which the Case must be resolved (i.e., moved to a final status). Always applied if no Conditions are met.

• Valid From/To – optional, editable. The effective period of the SLA, e.g., as specified in a client agreement.

4. Click the Save button.

To add a new Condition:

1. Navigate to the Conditions tab (Fig. 29).

2. Click the Add button or the icon . The "Add Condition" modal window opens (Fig. 30).

3. In the window, fill in the following fields:

• Name — required field.

• Priority — required multi-select field from the "Priorities" lookup.

• Planned Response Time (hh:mm) — the time that will be applied to Cases with the selected priorities.

• Planned Resolution Time (hh:mm) — required field.

4. Click the Save button.

1.7. Service Catalogs Lookup

The Service Catalogs Lookup (Fig. 31) is used to classify Cases through a multi-level structure. It allows you to configure Services (categories and subcategories) that can either be selected manually by the operator while processing a Case or assigned automatically by the system.

Cases are always linked to a Catalog. After selecting a Service, the system automatically pulls the corresponding Subservices available to te operator based on their Team or Skills.

The lookup can support multiple levels of nesting. The two main levels are:

• Catalog

• Service

Location in the system: CRM → Configuration → Lookups → Service Catalogs.

To create a new Service Catalog: Click the Add icon to open the new record creation page (Fig. 32).

1.7.1. First Level: Catalog

On the new lookup creation page, in the General tab Name — required, editable.

• Prefix — required, editable. The Case ID generated under this catalog will include this prefix.

• SLA — required, editable. The SLA at the catalog level defines the resolution and response times if no SLA is selected at the lower Service level.

• Code — optional, editable. Can be used for integrations or custom configurations.

• Description — optional, editable.

• Statuses — required, editable. Cases created under this catalog can only use statuses from this linked lookup.

• Closure Reasons — required, editable. Closure reasons from this linked lookup will be available when closing Cases under this catalog.

• Teams — optional, editable. If Teams are linked to the catalog, Services will only be available to operators who belong to these Teams.

• Skills — optional, editable. If Skills are linked to the catalog, Services will only be visible to operators who have these specific Skills.

• State — required, editable. Catalog State: enabled or disabled. . It determines whether Services from this Catalog can or cannot be assigned to a Case. The Catalog’s state has higher priority than the states of its lower levels.

Click Save to store the record.

To create the second level (Services), click on the catalog name, for example, Technical support (Fig. 33).

1.7.2. Second Level: Services

To create a Service, click the Add button or the icon , click the Add button or the icon to open the service creation page.

On the new lookup creation page, in the General tab (Fig. 35), fill in the following fields:

• Name — required, editable.

• SLA — required, editable. SLA can be set at each service level. By default, the Case will use the SLA of the selected Service. If no SLA is specified, the SLA from the higher level will apply.

• Code — optional, editable.

• Description — optional, editable.

• Assignee — optional, editable. Since Webitel Contacts can also be Webitel Users, one Contact can be assigned to the Service. If a Dynamic Contact Group is assigned, the Assignee field will be disabled.

• Assignee Group — optional, editable.

• State — required, editable. Catalog State: enabled or disabled. . It determines whether Services from this Catalog can or cannot be assigned to a Case. The Catalog’s state has higher priority than the states of its lower levels.

Click Save to store the service record.

To create the third or any lower level (Subservices), click the name of the previous level, for example, Authorization Issues (Fig. 36), and repeat the same steps as for Service creation.

2. Editing a Lookup

To edit a record at any level, click on its name or on the icon .

To save the changes, be sure to click the Save button.

3. Deleting a Lookup

To delete a lookup, click on the icon and confirm the action in the modal window (Fig. 37) by clicking the Yes button.

4. Interface Features