Overview: Interaction customer details tab
(Edify App)

Edify App > Queue > Interactions > Overview: Interaction customer details tab (Edify App)

This article provides an overview of the interaction customer details tab in Edify App, which is where you can input, view, and modify customer contact information while managing or viewing an interaction.

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The customer details tab is the area of the interaction that appears on an active interaction in Edify. The tab is permanent, so it’s always available to you regardless of your status in an interaction and the custom configurations for the queue hosting the interaction. 

The customer details tab is also where you can take notes on the interaction and end the interaction by either closing it or returning it to the queue for someone else to manage it.disposition the interaction prior to closing it.

With the customer details tab, you can perform the following actions:

You can read more about these actions in the sections below.

Interact with the customer's contact information

When a customer calls or sends an SMS into the queue, the callerID information for that customer is automatically collected and added to the customer detail tab. If you prefer to also populate the customer’s email address for these types of interactions, collect this information before the interaction is sent to the queue through a workflow.

Additionally, if a customer’s contact information is already saved in one of your database or CRM solutions, and this information is gathered and linked to the interaction by Hammond via a workflow, it will automatically populate in the appropriate fields in the customer details tab. If the system has not yet collected this information, or if you discover that the information is not accurate for some reason, you can manually edit the following fields once you’re the owner of the interaction:

If the interaction is hosted in a queue that’s configured to pull and update data in an external system, like a CRM, then any changes you make and save to the customer details tab are automatically linked to that system and can be retrieved for future interactions with the customer.

Interact with interaction management controls

During an active interaction, the customer details tab is where you can find interaction management control buttons. The actions available to you are dependent on whether you are in a voice interaction or a messaging interaction.

You can also find the interaction outcome menu in the customer details tab. Selecting an option from this menu begins the process for closing the interaction to save it and remove it from the queue or for sending it back to the queue for another to manage.

Interact with dispositioning fields

The customer details tab is also where you can fill out dispositioning fields for closing the interaction used to report the outcomes of the exchange. The fields available in this area of the customer details tab can vary from queue to queue. Also, completing this step can vary from user to user based on your individual user settings. 

Based on your manager’s expectations for this queue, you can be responsible for filling out one or all of the following fields to appropriately disposition the interaction:

Depending on your team’s custom configuration, there can be other custom fields that you need to interact with in addition to those listed above. For example, your Edify admin can configure this queue to include a short checklist to update based on how you resolved the customer’s issues or to include a custom menu that gives you options to define which loyalty tier the customer falls into -- like bronze, silver, or gold -- to streamline reporting on customer loyalty status. 

Lastly, if the queue is configured to have the Map enabled, it appears in the customer details tab. The map displays a static map corresponding to the customer’s geographical location, which is determined from the customer’s IP address or phone number data.

Visual breakdown

Note: Tags must be configured in Console and included in workflows to be added or removed from interactions.

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