Primary Agents

A Primary Agent is a Lead Center agent who has been assigned to a specific Contact. The Primary Agent will be the default agent to whom all incoming and active texts and form interactions are directly routed. This feature will help agents develop relationships with the Contacts assigned to them, and helps provide admins with visibility into the workload of their team and make sure the load is spread evenly.

Assigning to a New Contact

  1. Click the Account icon in the top left to open the My Account panel, then select Manage Contacts. Then, if you have more than one company in your account, choose the company where you'd like to manually add this contact.

  2. Click the Add Contact button.

  3. Enter the contact information for the person you're adding to your list of Contacts.

  4. Click on the dropdown list under Primary Agent and select a user.

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  5. Click Submit to save your Contact.

Assigning to an Existing Contact

To edit a contact on the Manage Contacts page:

  1. Click the Account icon in the top left to open the My Account panel, then select Manage Contacts. Then, if you have more than one company in your account, choose the company where you'd like to manually add this contact.

  2. Search or find the contact whose details you'd like to edit, and click the pencil icon.

  3. Click on the dropdown list under Primary Agent, select a user, and then click Submit to save your changes.

To edit a contact in Lead Center:

  1. Open Lead Center to find the person whose contact information you'd like to edit. This could be someone who recently reached out to you or someone you're actively speaking to within Lead Center. You can use the search bar in the Inbox panel on the lefthand side of Lead Center and enter a number or name if you're looking for someone you're not actively speaking with.

  2. Click the link in the top right-hand corner of the page that says Add Contact.

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  3. A new window will appear on your screen where you can edit your contact. Click on the dropdown list under Primary Agent, select a user, and then click Submit to save your changes.

FAQs

What if a Primary Agent is offline?
The incoming interactions will revert to the usual behavior of that interaction type. For example, instead of SMS and chat showing just for the Primary Agent, they will show for everyone available in the Incoming section.

What about calls and chats?

Calls and chats are not specifically routed to a Primary Agent. They are routed in real time to all agents that are available and/or associated with a call flow.

How does the Agent find out they’ve been assigned?

The agent will receive an email at the time of the assignment. The email includes the Contact’s name, phone number, and the time of the assignment. It also includes a link to the Contacts page.

How can I see the history of a Primary Agent assignment to a Contact?

We insert a record for every time a Primary Agent is assigned or unassigned in the Contact’s interaction history list.