To add an additional contact to a CRM communication

The procedure to add an additional contact to a CRM communication is as follows:

1. Using the Advanced search spy-glass (), select CRM Communication as the Search for and Search by category, and enter the Communication ID as the search criteria 1.
2. With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Communication Details window is displayed.
3. Click on Contacts. The Contacts tab is activated.
4. Click on New Communication Contact. The Communication Contact window is displayed.
5. Select the Contact (or Contact Group) to which the customer interaction relates using the spy-glass icon (). The Search Contact (or Search Group) window is displayed.
6. Enter sufficient details into the contact (or contact group) fields provided and click on Search. The Select Contact (or Select Group) window is displayed, returning all possible matches.
7. Double-click on the row containing the exact record match or use Refine Search to enter alternative criteria; the Add Contact Group option is also available, where applicable, to create a new group for the communication, not previously held (this requisite step is covered separately in the topic To add a new contact group). The name of the contact (or contact group) is displayed in the corresponding field.
8. Activate the Prime Contact tick box provided to reflect the required status for the assigned contact, as required 2.
9. Choose an Effective from date for this assigned contact (or contact group) i.e. the date at which the link to the communication becomes active 3.
10. Choose an Effective to date to automatically deallocate the assigned contact (or contact group) on a specific date in the future; a blank field means the link will be continually valid.
11. Click on Confirm. The additional contact (or contact group) is displayed in the Contacts summary table.
12. Click on Save.

Note

1 Additional search criteria may need to be employed (e.g. start date range, communication method, company) to ensure that the correct CRM communication is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

2 This option is only applicable to an individual contact being linked to the communication; where an existing contact already has this status the user will need to reaffirm one or the other.

3 The Effective from date defaults to the current system date and cannot be left blank.

See related topics...

CRM communication management overview

To modify a contact association to a CRM communication

To complete a CRM communication

To create a new contact group

Using the search facility