Adding a Contact

1. Click the Customers module. 
   
2. On the Contacts Home page, click the Add icon (  ) from the top pane.
   
3. On the Add Contact page, fill in the details about the contact. 
   
4. Click Submit.

Note:

1. You must specify the last name of the contact. This field is mandatory.
   
2. Only the contacts with an email address can be added as Help Center users. 
   
3. The agent who adds the contact will be set as the contact's owner. However, you can change this under the Contact Owner field. 

Creating a contact while sending Whatsapp message 

If your desk account is integrated with WhatsApp, then agents can send a WhatsApp message to individual contacts from the quick actions. 

Sometimes, if the customers reach out to the business through WhatsApp, the agents can send a quick response through the organization's WhatsApp account. If the contact is not present in the Desk account, then upon sending the message, the system will automatically add the details to the Contacts module. 

The contact name, email address, phone or mobile number will be fetched from the message sent to the customer and will be included in the record.  

Points to remember 

1. The agents must have permission to create a new contact, else though the WhatsApp message will be sent new contact will not be created. 
   

1. The option to "Send message via WhatsApp" will be displayed only if the agent has the permission to View contact.
   
2. If the agent has Read Only permission for contact, then the agent cannot edit the mobile/phone number to which the message is being sent. 
   
3. If the contact number (eg., mobile number, phone number etc.) field is hidden for a particular profile then upon clicking "Send message via WhatsApp" an alert showing restricted field permission will be displayed.  
   

To add a new contact while sending a WhatsApp message 

1. Click the drop-down menu, right next to Add (+) icon from the top panel. 
2. Alternately, use the keyboard shortcut w+ from any location on the desk.
3. Click Send Whatsapp Message.
4. Enter the Contact Name and select the Phone Number or Mobile number from the Choose Number field.
5. Under Choose a channel and template, select WhatsApp and the relevant template.
6. Click  Send. The contact will be automatically saved in the Contacts module.
   

Editing a Contact

You can modify an existing contact to add more context to it. 

1. Open a contact to view its details. 
   
2. Click the More Actions icon (  ) from the top pane.
   
3. Click Edit from the menu.
   
4. Perform the necessary edits on the Edit Contact page.
   
5. Click Save.
   

You can also edit a contact from the Contact List View page. In the list view, hover your mouse over a contact and click the Edit icon (  ) to edit the same. 

1. Open a contact to view its details.
   
2. Click the More Actions icon (  ) from the top pane.
   
3. Click Delete from the menu. 
   
4. Click Delete to confirm.
   

Note:

You cannot delete contacts that were added as end users.