Contacts Database Form Settings¶
A CRM database holds your contacts and accounts. Each database has its own contact and account form, its own set of agents who can see it (through their profiles) and its own set of queues that recognise its customers. Most contact centres need only one; add more when you must keep customer groups apart, e.g. two brands or two countries.
New to customer data? Start with How Customer Data Works β it explains how databases, contacts, accounts and records fit together and gives a setup path.
Go to Settings β CRM β Databases to manage your databases.
Database Settings¶
| Field | Description |
|---|---|
| Title | Name of the database, shown to agents when they choose where to save a contact. |
| Description | Internal note on what the database is for. |
| Available for Cloud Phone users | Cloud Phone users can see the contacts and accounts in this database. |
| Autofocused contacts tab | The tab that opens first at the bottom of a contact's detail (e.g. Activities or Tickets, or one of your tabs). |
| Autofocused accounts tab | The same for accounts. |
| Default | The default database is pre-selected when agents create a new contact or account, and every newly created queue is linked to it automatically. Only one database can be the default β setting a new one replaces the previous default. When a contact is created from a ticket in a category with a different CRM database, the category's database is used instead. |
| Reverse Name and Surname | When a contact has no Title, Daktela builds it from the names as "Surname Name" instead of "Name Surname". |
Warning
A database that still contains contacts or accounts cannot be deleted.
Relations¶
Click a relation in the Relations column of the database list:
| Relation | What it does |
|---|---|
| Queues | The queues that look up contacts in this database. When an activity arrives in a queue, Daktela matches the customer only against contacts in the databases linked to that queue β a queue with no linked database recognises nobody. |
| Categories | The ticket categories that use this database for contacts created from their tickets. |
| Contact tabs / Account tabs | The tabs with an embedded web page shown in contact and account details. |
| Profiles | The profiles whose users can see and work with the contacts and accounts in this database. You can also set this in the profile's CRM scope. |
Set up Your Form Field Layout¶
In the Form column, click Contacts to define your custom contact form. Without a custom form, the CRM Contacts module only offers these basic fields: Title, First and Last name, Account, User who created the contact and Description.
Add the fields your agents need in their day-to-day work. Include at least one Phone field and one Email field β Daktela uses fields of these types to recognise customers in calls, messages and emails.
The form builder and custom fields work the same across Daktela β see Custom Fields & Forms for the complete guide: layout, default values, field types and option editing.
Notes¶
Suggested Contacts in Open Activities
During an open activity, if the contact information is associated with more than one contact, a list of available contacts will appear at the bottom of the Contacts widget, which allows you to click the Link button to switch to the selected contact. By default, a maximum of 4 extra contacts are suggested on top of the one that is loaded. If you would like to increase or decrease the number of suggested contacts, please call our Support Team on +420 226 211 245 or email us at daktela@daktela.com.