🔒 Page accessible only to the Administrator
🚩 Available only in V6
The Contact Reasons allow you to qualify and categorize the reasons why a customer gets in touch. Each reason is associated with a precise description and a team, which allows the AI agent to automatically route the call or conversation to the right person.
The main view displays all reasons in table form with three columns:
Reason – the name of the contact reason, displayed as a purple badge
Description – a detailed explanation of the use case, used by the AI agent to identify the reason for contact
Associated team – the team to which contacts matching this reason will be routed
Two views are available in the top right:
Active – the reasons in service
Trash – the archived reasons
A search bar allows you to quickly find a reason by its name.
💡 The description is a key element: it allows the AI agent to correctly recognize and classify the reason for contact expressed by the customer. It is therefore important to write it with precision.
The + Create a reason button in the top right opens a creation window with three fields:
Reason name (required) | The short name that identifies the reason for contact |
Description | Detailed explanation of the use case, interpreted by the AI agent |
Associated team | The team to which this reason for contact will be routed |
By clicking on a reason in the list, you access its complete sheet organized in two tabs visible by administrators:
Includes the same three fields as during creation:
Reason name (required)
Description
Associated team – editable via a dropdown menu
A Delete reason button (in red) is available at the bottom of the page.
Tracks all modifications made to the contact reason: what was changed, by whom, and when.
