Searching for Contact Records on the Workbench

An agent can search for historical contact records.

Context

The latest 10 contact records are displayed on the voice and video workbench, and the latest nine contact records are displayed on the online chat workbench. Contact records can only be displayed by time.

Procedure

Click or to go to the Contact Details page.
On the Message Sending Record tab page, click Send to send a multimedia message (SMS message, email, or WhatsApp message) to a customer.

The agent is in a conversation with the customer.
Click More to go to the History contacts page, showing the contact records generated for the current handled number within the number of days specified by the tenant parameter Time Span for Contact Record Query.
Click a call SN and play the voice or video of a contact record. On the Message Sending Record tab page, click Send to send a multimedia message (SMS message, email, or WhatsApp message) to a customer.

The agent is in a conversation with the customer.