🔒 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 list of contact reasons
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.
Create a reason for contact
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 |
Detailed sheet of a contact reason
By clicking on a reason in the list, you access its complete sheet organized in two tabs visible by administrators:
General Tab
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.
History Tab
Tracks all modifications made to the contact reason: what was changed, by whom, and when.