Playbook lookup component

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • The playbook lookup component enables agents to look up contact and consumer records.

    Using the lookup component, agents can do the following:
    • Look up a contact or consumer by name, phone number, or email address. As the agent types characters in the search box, matching information appears in record cards below the search box.
    • Select a contact or consumer after searching by selecting the link icon on the desired record card. The selected record card replaces the lookup component.
    Agents can perform the following actions from a record card:
    • Remove a linked contact or consumer from a case record by selecting the more actions icon and then selecting Unlink.
    • Edit and save a linked contact record by selecting the pencil icon, editing the information for the contact, and selecting Save.
    • Select a reference field on a lookup card to open the referenced record in a sub-tab.
    • Select an email address on a lookup card to open to open the email composer in a sub-tab.
    • Select a phone number on a lookup card to make a phone call.
    Note:
    An account lookup component is also available. To display this component, turn off the Hide component setting for this component in UI Builder. This setting is located in the Component visibility section of the Configure tab.