Organizing by client

A client is a directory record for a customer or account your organization talks to — a name plus one or more contact phone numbers. Associating conversations with clients lets you pull up every conversation with a given customer in one view, regardless of which agent handled it.

Note

Client actions — viewing the directory, adding clients, and assigning conversations — are each controlled by permissions on your role.

The By Client view

Open the By Client tab on the Conversations list and select a client on the left — the list shows only that client's conversations. The Manage Clients link on this tab opens the client directory.

How conversations are matched to clients

• Automatically — when a conversation arrives, MiaRec compares the external party's phone number with the contact numbers registered on your clients. On a match, the conversation is associated with that client. Register all of a client's numbers to make automatic matching reliable.
• Manually — on the conversation detail page, the external party's panel shows Client: Unknown client (assign) when no client matched. Click assign to pick a client (or create one on the spot). While assigning, you can also add the party's phone number to the client's contacts so future conversations match automatically.

Creating a client

1. On the By Client tab, click Manage Clients, then Add.
2. Fill in:
   • Name — a unique client name (required).
   • Contacts / phone numbers — one or more contact entries, each with a phone number (used for automatic matching) and an optional contact name.
3. Click Save.

From the same directory you can edit or delete existing clients.

Searching

Advanced Search includes client parameters, so you can combine a client filter with dates, sentiment, or any other criteria.