Connectivity Platform
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Add a contact via a ticket

All Owners, Admins and Agents can add a contact to Inbox via an incoming ticket.
  1. 1.
    When a new ticket arrives in Inbox from a customer who isn't in the system, their contact details will be empty. In the details panel on the right-hand side of your screen, click the Edit icon, then click Edit contact.
  2. 2.
    Fill in the form with the contact's First name and Last name.
  3. 3.
    Add a Profile name, which can be the contact's real name or a nickname/screenname. This will be visible to both the agent and the contact when chatting.
  4. 4.
    Click + Add channel identifier, then select Email address and/or Phone number from the Type drop-down menu and enter the relevant information in the Identifier field.
  5. 5.
    Click Save next to each identifier that you've added.
  6. 6.
    [Optional] Under Extra info, click +Add attribute and enter any additional information about your contact.
  7. 7.
    Click Save next to each identifier that you've added.
  8. 8.
    Click Confirm to add your new contact to Inbox!