Enhanced Contact Search for Chat and Phone Call Multi-Match Flows

Redwood Platform

When an incoming chat or phone call matches multiple contacts, customer service representatives can now search and filter results more efficiently using an enhanced contact lookup experience. The multi-match flow has been improved with a more flexible Smart Search experience that allows agents to adjust filters while still being able to restore the original filter when needed. 

Multiple matches found for the incoming Chat

Multiple matches found for the incoming Chat

Try it out

  1. When an incoming chat or phone call returns multiple matches, use Smart Search to refine the contact list.

  2. Add, remove, or adjust filters as needed.

  3. Restore the original filter when needed, and select the correct contact.

The Smart Search improves usability, performance, and flexibility. Using Elastic Search by default further improves response times for contact list retrieval.

Steps to enable and configure

You don't need to do anything to enable this feature.