Assign Contacts to a User

There are many benefits in having contacts assigned to specific users. It allows for greater organization in your database, can be used to match qualifying contacts with agents that posses specific skills, allows contacts that are owned by the agent to maintain a more personal level of communication, as well as many more. there are 4 different ways a contact can be assigned to a user.

 

 

During the Import Process

While you're importing contacts from a spreadsheet, you have the option to assign the contacts to a specific user. If you use this, all of the contacts that are imported from this spreadsheet will be assigned to that one specific user. If you want to have some contacts assigned to one user, and other contacts assigned to another user (from the same spreadsheet), you can not use this option. You will either need to separate your spreadsheet and start the import over again, or use one of the other processes listed in this article. For more information on how to import contacts, take a look at our How to Import Contacts article 

 

To Assign All Contacts to a User Upon Import

  1. Log in to VanillaSoft as an Admin.
  2. From the Admin side, select the project that you want the contacts to be imported to.
  3. In the Contacts & Reports section, select Import Contacts to open the Import Wizard.
  4. Select Choose File and browse to your CSV spreadsheet.
  5. If you have saved mapping, you can select it within the Import Mapping drop-down otherwise make sure the Import Method is as desired and select Next.
  6. Check the Enable Default Value checkbox near the top of the page.
  7. Scroll down to the Contact Owner field.
  8. Open the drop-down in the Default Value column and select the desired username.
  9. Proceed with mapping the remaining fields and the rest of the import process.

 

 

From a Result Code

If you have Admin access, you have the ability to configure a Result Code to assign the contact to a user once selected. For more information on Result Codes, watch our Feature Focus on Result Codes video. Once the Result Code is configured, when a Caller selects the Result Code, the contact will be automatically assigned to said user. 

 

Configure Result Code to Assign User

  1. Log in to VanillaSoft as an Admin.
  2. Select the desired Project.
  3. From the menu at the top, select the Workflow/Routing tab, then the Result Codes section. 
  4. Open the User Assignment drop-down on the desired Result Code.
  5. Select either Specified User or Both User & Team.
  6. Open the Assign to User drop-down and select the desired username.
  7. Once done, click Save.

 

 

After Import - Batch Update

If you have already imported the contacts, but would like to assign a batch to a specific user, the easiest way to do this would be through a Contact Management Query. To do this, you will need to have Admin access. More information can be found in our Update Contacts Using a Contact Management Query article.

 

Build a Query

  1. Log in to VanillaSoft as an Admin.
  2. Select the desired Project.
  3. From the menu at the top, select the Contacts & Reports tab, then the Contact Management section.
  4. Either click Build a New Query to build a query from scratch, or click Select This Query then Edit This Query from the menu to use a pre-build query. 
  5. Select the Contact Owner field from the Select Fields list and click the blue arrow mceclip0.png to move the field to the Selected Fields section.
  6. Add any other fields that would determine which contacts you want to update.
  7. Open the Filter drop-down and select Equal To.
  8. Open the Value drop-down and select the desired username.
  9. Apply any other desired parameters to your query, and click Run Query.
  10. You will now see a list of all of the contacts that will be updated. 
  11. Click Perform Task from the top, then select Update Contacts. 
  12. Select the checkbox beside Contact Owner, then open the drop-down and select the desired username. 
  13. Once done, click Update. 
  14. Click OK on the confirmation window to commit the changes, and the contacts will be updated.

Note: Updates can not be undone. Once you have updated contacts, they changes can be be reversed. 

 

 

One Contact at a Time

Modifying the Contact Owner contact-by-contact can only be done from the Admin side. When you are on the Caller side, you only have the ability to set the Contact Owner for a contact that you are adding to the database. Once the contact is added, the Contact Owner can not be edited by a Caller. 

 

Edit Contact Owner Manually

  1. Log in to VanillaSoft as an Admin.
  2. Select the desired Project.
  3. From the menu at the top, select the Contacts & Reports tab, then the Search Contacts section.
  4. Enter the contact's information and click Search.
  5. Click the mceclip1.png icon to the far-left of the contact to open the Contact Information page.
  6. On the far-right, open the Contact Owner drop-down and select the desired username.
  7. Once done, click Save.
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