Facilio DocsHelpdesk Guide
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07Everyday work

Contacts

The address book of everyone who has contacted your helpdesk. Atom adds them automatically from conversations, with the channels each person uses.

Find it inContacts
2 sections3 how-to guides2 min readDownload .md

07.1How contacts are created

You don't add contacts by hand. When a tenant calls, messages or emails, the Intake agent saves their name, number and email as a contact. The total appears next to the page title.

An A–Z list on the left, and the selected person's details and history on the right.
Fig. 07.1An A–Z list on the left, and the selected person's details and history on the right.

07.2Work with contacts

How to find a contact

  1. 1
    Click Contacts in the menu. The first contact opens automatically.
  2. 2
    Type in Search by name, email or phone…, or scroll the A–Z list.
  3. 3
    Click a name. Details lists every channel they've used, and Activity shows when the contact was added and last updated.
Searching for Priya finds Priya Menon from Riverside Tech Park.
Fig. 07.2Searching for Priya finds Priya Menon from Riverside Tech Park.

How to edit a contact

  1. 1
    Open the contact and click Edit.
The Edit Contact dialog.
Fig. 07.3The Edit Contact dialog.
  1. 2
    Change the Name, Phone Number or Email. A contact needs a name plus a phone number or email.
Here the phone number is updated.
Fig. 07.4Here the phone number is updated.
  1. 3
    Click Update Contact. A message confirms the change, and Last updated shows it.
Contact updated successfully.
Fig. 07.5Contact updated successfully.

How to reach out, export or refresh

  • Click Email to write to the contact in your mail app, or Call to dial. Each button appears only when that detail is on file.
  • Click the Export contacts icon at the top right to download the whole address book as a CSV file.
  • Click the Refresh Contacts icon to reload the list.