Contacts is the mini CRM built into SESTEK AgenticCX. It keeps one record per customer, with their phone numbers, email, segments and notes, and shows the full call history of each contact. Agents see the same information next to a live call in Agent Desktop, and campaigns use contact segments to decide who to call.
Open it from Contacts in the left menu.
Watch the walkthrough
What you can do on this page
| Action | What it does | Permission needed |
|---|---|---|
| Browse, search and filter the list | Find any contact quickly | None. Every signed-in user can open the Contacts page. The Segments filter needs View Segments |
| New Contact | Create a contact by hand | Edit Contacts |
| View a contact | Open the detail page with caller information and call history | View Contact Detail |
| Edit, deactivate, activate, delete | Change or retire a contact | Edit Contacts |
| Import | Load many contacts from a CSV file | Import Contacts |
| Export | Download the list as an Excel file | Export Contacts |
The default Agent and Supervisor roles can view and edit contacts and see segments. View Contact Detail, Import Contacts and Export Contacts are not part of those roles, so grant them to a role if your team needs them (Administration, Identity management, Roles).
The contact list
The page title shows the total number of records. Each row shows:
| Column | What it shows |
|---|---|
| Contact | Full name, with the gender underneath. Select the name to open the contact. Inactive contacts carry an Inactive badge and an Inactive since date |
| Phone | The primary phone number. If the contact has more numbers, a +N badge shows how many |
| The email address, if there is one | |
| Segments | The segments the contact belongs to. If they do not all fit, a +N badge shows the rest. A dash means none |
| Last Updated | When the record was last changed |
Use the page controls at the bottom to move between pages and to show 10, 25 or 50 contacts per page. When there is nothing to show, the list says No records found.
Search
Type in Search by name, phone or email to find a contact. The list updates as you type, so you do not need to press Enter.
Filters
Select Filters to narrow the list, choose your values and select Apply filters. Every active filter is shown as a chip next to the button (for example Segments: Premium), and the badge on the button tells you how many filters are on, so you always see why the list looks the way it does.
Segments. Tick one or more segments. Use the search box in the panel to find a segment by name.
- Match any keeps contacts that are in at least one of the selected segments.
- Match all (the default) keeps only contacts that are in every selected segment.
You only see this filter if you have the View Segments permission.
Status. Choose Active or Inactive to focus on contacts that are still in use, or on those you have retired.
Select Reset all in the panel to remove every filter, or the x on a chip to remove just that one. Your filter choices are remembered for your user the next time you open the page.
Actions on a row
Select the menu icon at the end of a row.
| Action | What it does |
|---|---|
| Call | Places a call to the contact's primary number. It is available to agents who are Available and have an outbound number configured. It stays greyed out, with a reason, when the agent is not Available, no outbound number is configured, or the number cannot be dialled |
| View | Opens the contact detail page. With the Edit Contacts permission it opens ready to edit |
| Deactivate / Activate | Marks the contact inactive or active again. You confirm first (for example, "Name" will be marked as inactive. Continue?). A contact can only be deactivated if it has a phone number |
| Delete | Removes the contact after you confirm (Are you sure you want to delete this contact?) |
Create a contact
Select New Contact.
| Field | Notes |
|---|---|
| First Name, Last Name | Up to 100 characters each |
| Phone Numbers (required) | At least one, at most five. Choose the type (Mobile, Work, Home, Other) and enter the number in international format, for example +447700900123. Select + Add Number for another one. The star marks the primary number, and exactly one number must be primary. The same number cannot be added twice to the same contact |
| E-mail Address | Up to 256 characters, must be a valid address |
| Gender | Unknown (default), Male or Female |
| Birth Date | Cannot be in the future |
| ID Number | Up to 50 characters |
| Address | Up to 500 characters |
| Segments | Select the segments the contact belongs to. You can change them later |
Select Save Contact. If a number already belongs to another contact, SESTEK AgenticCX shows a Phone Number Conflict message. Choose Reassign & Save to move the number to this contact, or change the number.
View and edit a contact
Select a contact's name, or View in the row menu, to open the detail page.
Caller information (left) shows the name, segments, phone numbers with their type, email, gender, birth date, the Contact Note, and when the record was created and last updated. The menu at the top of the card has Edit, Deactivate (or Activate) and Delete. While editing, you can also change the Contact Note (up to 2,000 characters). The note records who wrote it and when.
Call history (right) lists every call with this contact, newest first. The counters at the top show calls in the last 7 days, last 30 days, last year and in total. Each call shows its direction (Inbound or Outbound), date and time, duration, the campaign it belonged to and any call note. Use the page numbers underneath to go further back. Select Back to Contacts to return to the list.
The same caller information and Previous Calls also appear in Agent Desktop during a call, so agents see who they are talking to without leaving the call screen.
Import contacts from a CSV file
Use Import to load many contacts at once.
- Select Download sample CSV to get a file with the right columns, and fill it in.
- Select Import, then Choose CSV file. Only
.csvfiles up to 100 MB are accepted. - Select Import. The import runs in the background, so you can keep working. When it finishes you get a notification, for example Contact import of 'contacts.csv' finished: 48 of 50 rows imported.
- Select View in the notification to see the result: how many rows failed, which segments were created, and a table of every failed row with the reason.
Import results are kept for 7 days.
File format. The first row is the header. Columns, in this order:
| Column | Notes |
|---|---|
phone | Required. International format. Separate several numbers with \|, up to five |
firstName, lastName | Up to 100 characters each |
email | A valid address, up to 256 characters |
gender | Male, Female, or left unknown |
birthDate | dd.MM.yyyy, d.M.yyyy, dd/MM/yyyy or d/M/yyyy |
idNumber | Up to 50 characters |
address | Up to 500 characters |
segment | Segment names, separated with \| |
contactNote | Optional, up to 2,000 characters |
The separator can be a semicolon, a comma or a tab. SESTEK AgenticCX detects it from the header row.
How rows are handled
- A row with no valid phone number fails.
- A number that already belongs to another contact is left out of the row. If every number in the row already exists, the row fails.
- If the file mentions a segment that does not exist yet, SESTEK AgenticCX asks you first in a New Segment Approval window. Choose Approve and import to create the segments and link the contacts, or Do not approve, skip these contacts to skip those rows. Without the Edit Segments permission you are not asked, and those rows are skipped.
Export contacts
Select Export to download an Excel file named Contacts. It contains the contacts that match your current search and filters, with first name, last name, phone numbers, email, gender, birth date, ID number, address and segments.
Manage segments
Segments are defined in one place, not on the Contacts page. Go to Administration, Settings, Work Environment, Segments.
Select Add Segment, type a Segment Name (required, up to 100 characters, must be unique), and save. Use the row menu to edit or delete a segment.
Before you delete a segment that contacts still use, SESTEK AgenticCX warns you how many contacts it will be removed from. Deleting it removes the segment from all of them.
Good to know
- Times and dates follow your tenant's time zone and date format, set under Settings, Localization.
- Campaigns choose who to call by segment, so keeping segments accurate keeps campaigns accurate.
- Deactivating a contact keeps the record, so you can activate it again later. Deleting it removes the record.