Contacts

A contact is the person you call or text. Contacts are ordinary content items of a content type that has the Omnichannel Contact part attached (usually a type called Contact). Every activity, call and conversation is linked to a contact.

Menu	Interaction Center > Contacts
Permission	List content (to see contacts); edit permissions for the contact type (to change them)
Feature	Omnichannel Management (CrestApps.OrchardCore.Omnichannel.Managements)

Set up the contact type (once)

1. Open Content > Content Definition > Content Types and create a type named Contact (or edit your existing one).

2. Add the Omnichannel Contact part and any fields your business needs.

3. Open the part's settings to choose what the contact editor shows:

   Setting	What it does
   Auto detect time zone	Works out the contact's time zone from their phone number when none is picked. On by default.
   Require time zone	Makes the time zone required. Only applies when auto detect is off.
   Use Do not call, Use Do not SMS, Use Do not email	Shows that preference on the contact. Only Do not call is on by default.

The part adds a fixed Contact methods list to the contact, where phone numbers and email addresses are stored.

Create a contact

1. Open Interaction Center > Contacts and click New followed by the contact type's name (for example New Customer).
2. Fill in the name and other fields. Under Contact Methods, click Add Item > Phone Number, type the number and pick its Type (for example Cell). Pick the Contact time zone, or leave Timezone (Automatic) to detect it from the number.
3. Tick Do not call, Do not SMS or Do not email if the person asked not to be contacted that way. Dialers, loads and automated messages skip them.
4. Click Publish.

Find a contact

On Interaction Center > Contacts, the search box matches a name or a phone number. You can also use these search terms:

Term	Matches	Example
phone:	numbers that contain the digits	phone:702555
phone-exact:	the exact number	phone-exact:7025550123
phone-starts:	numbers that begin with the digits	phone-starts:+1702
phone-ends:	numbers that end with the digits	phone-ends:0123

Start with + to include the country code; otherwise only the national number is compared.

Work with a contact

On a saved contact, the buttons at the top lead to its work:

• List Activities shows the contact's scheduled and completed activities.
• Add Activity > Outbound schedules a call or message to the contact.
• Add Activity > Inbound logs a call or message the contact started.

See Activities.

Import and export contacts

Use Content > Export to download contacts as CSV or Excel, and Content > Import to load a file of leads. When importing contacts:

• Pick the Lead country the file's phone numbers belong to, so local numbers are converted to international format. It is required.
• Tick Ignore duplicate by phone number to skip rows whose number is already on a contact.
• Tick Ignore numbers on national do-not-call registries and pick the registries to scrub, such as the Local Do Not Call Registry. Registries your administrator enforces are always checked. See DNC Registry.

The import runs in the background. Its entry on the Import page ends as Completed, or as Completed with errors with a count of the rows that were skipped, such as a number on a do-not-call list. In the screencast, four leads are created and the fifth is skipped because its number is on the local list.

Exports can also add each contact's last completed activity for a chosen subject (the CRM last activity section). See Omnichannel Management for the file columns.