Add a Contact List to your agent

Use the “Contacts” tab to assign an extension to your virtual agent. Each contact can represent a department or a specific person, as long as they have a direct line or extension. Each agent comes with a predefined contact called “office” that holds the fallback details you’ve entered to create the agent.

You can define each contact by clicking on its name, or create a new contact by clicking “Add contact”. Once you’ve created the first contact, you’ll be prompted to fill in their details.

Full name

You can use a full name of an employee, an extension number or a department name. This name should be unique to a contact, as the virtual agent will read out this name to the caller.

Job title and synonyms

Similar to entities, you can add synonyms to each of your contacts. For example, if your contact’s full name is Anita Brown who leads the Marketing department, you can add the words “Marketing”, “Marketing team lead”, “Advertising” or any other phrase that callers may use when looking for Ms. Brown.

Routing preferences

Choose whether your contact will be reached via a Direct Inward Dialing (DID) or, when integrated, via Session Initiation Protocol (SIP). In both cases, you’ll need to add the correct target.

Routing calls

Choose whether you’d like your virtual agent to check with the contact before transferring the call. If you choose not to use the service, the call will be routed directly to the contact.

Message preferences

Enter the contact’s mobile number and email to get text messages and emails if the caller leaves them a message.

In case there are two or more contacts with the same first or last name, or in case that two contacts share the same keyword (like “Marketing” and “Marketing Lead”), the agent will readout both possible options, and the caller will choose between the two. Your agent will readout only the name under “Full name”, so keep it clean and user-friendly.