Create a customer contact

Use the Contact card on the email interaction page to create a customer contact and add the customer contact into the interaction record.

Before you begin

Role required: sn_customerservice_agent, workspace_admin, or admin

About this task

Agents can use the contact lookup component to search for contacts. If an agent can't find a contact or if the customer is a guest, the agent can create a record for that customer from the contact lookup component.

Procedure

1. Navigate to All > CSM/FSM Configurable Workspace.
2. Select the List icon ().
3. On the Lists section, in the Interactions section, select My Interactions.
4. In the My Interactions page, select an email interaction.
5. In the Contact card section, select the Create new icon ().
6. On the Contact form, fill in the fields.
   For a description of the field values, see Contact form for Email Interaction for CSM.
7. Select Save.

Result

The system performs these actions:

• Saves the contact record.
• Creates and displays the contact card.
• Adds the information to the interaction record.