Contact Header
Permissions
To update the information in the Contact header for a Contact in CS Contact, CareSuite users require a CS Contact role that has the "Manage Contact" permission
Header Fields
Contacts have 4 fields in the Contact Header when on the Select a Profile Page, and 5-6 fields when on all other Pages of an Open Contact:
Profile First and Last Name, not on the Select a Profile Page
Medium
Source
Reason (for Opening) — Optionally, and not on the Select a Profile Page
Contact ID
Close Contact
1. Profile First and Last Name
Displays the Profile First and Last Name associated with the current Contact. It is not visible in the Header on the Select a Profile Page
For Profiles with no First and Last Name, "Anonymous Caller" is displayed as default
2. Medium
Medium records how a caller/client has reached the organization. Often, through a phone call, web chat, text message, email, etc.
Navigation
If the Contact was created by a telephony integration, this field may be auto-filled with the correct Medium
To select or change a Contact Medium, click on the existing Medium or "Not Set" default, and click the correct Medium from the drop down list
See Manage Contact Mediums for more details on configuring Mediums (Requires Admin permissions)
A telephony integration needs to be configured by your CareSuite administrator and telephony provider. See Telephony Integration for more information
3. Source
Source records the line, phone number, queue, etc. that the caller/client has used to reach the organization. Often, Source specifies program-specific phone lines
Navigation
If the Contact was created by a telephony integration, this field may be auto-filled with the correct Source
To select or change a Contact Source, click on the existing Source or "Not Set" default, and click the correct Source from the drop down list
See Manage Contact Sources for more details on configuring Sources (Requires Admin permissions)
A telephony integration needs to be configured by your CareSuite administrator and telephony provider. See Telephony Integration for more information
4. Reason (for Opening)
Reason (for Opening) records why a user decided to open a Contact manually. It is not visible in the Header on the Select a Profile Page
This field must be enabled and configured for your organization by your CS Contact Admin to view it in the Header on all other Open Contact Pages
Navigation
To change a Reason, click on the existing Reason, and click the correct Reason from the drop down list
See Manage Reason for Opening for more information on setting the initial Reason
5. Contact ID
Displays the Contact ID associated with the current Contact
Navigation
Hover the mouse/pointer over the Contact ID to view additional information, including the Created At (datetime), and the IVR ID, which may be filled if the Contact was created by a telephony integration
6. Close Contact
See Close a Contact for more information
Last updated
Was this helpful?