Assign Contacts to a User

Bulk importing contacts from a spreadsheet allows you to assign all contacts to a specific user during the import process. This is particularly useful when a single agent is responsible for handling all the contacts. For assignments to multiple agents, you may need to separate your spreadsheet based on the desired contact owners or use an alternative method.

Steps:

1. Select the Project: From the Admin homepage, choose the project you want to import contacts into.
2. Navigate to Import Contacts: Open the Contacts & Reports menu and click on Import Contacts.
3. Choose Your File: Click on Choose File and select the CSV file containing your contacts.
4. Set Import Preferences (optional): Choose your preferred Import Mapping and Import Method, then click Next.
5. Enable Default Value: Check the Enable Default Value box to assign a default user for all contacts.
6. Assign Contact Owner: Scroll to the Contact Owner field and select the desired username from the drop-down menu.
7. Map Remaining Fields: Continue mapping the remaining fields as required for your import.
8. Begin the Import Process: Once all fields have been mapped, click Import to start importing the contacts.

After the import process is complete, all added contacts will be assigned to the username you specified. For more comprehensive instructions on importing contacts, refer to our How to Import Contacts article.

Callers have the capability to add individual contacts to the system and assign them directly to a specific user.

Steps:

1. Access the Caller Screen: Navigate to the Caller screen within VanillaSoft.
2. Add a New Contact: Click on the Add button to start the process of entering a new contact.
3. Enter Contact Information: Fill in the required details for the contact. Make sure to select the desired user from the Contact Owner drop-down menu to assign the contact to a specific user.
4. Save the Contact: Once all the information is entered, click on the Save button. This action will add the contact to the routing queue and assign it to the user you selected.

By following these steps, the new contact will be successfully added to the system and assigned to the chosen user, ensuring that the contact is directed to the appropriate user for follow-up.

Result codes in VanillaSoft can be configured to automatically assign contacts to specific users based on the selected response option. This feature is particularly useful when certain agents are better suited to handle specific types of contacts.

Steps:

1. Select the Project: From the Admin homepage, choose the project you want to configure.
2. Access Result Codes: Open the Workflow/Routing menu and click on Result Codes.
3. Choose the Result Code: Locate the Result Code you wish to use for assigning ownership.
4. Set User Assignment: Open the User Assignment drop-down menu and choose between User Choice, Specified User, or Specified User & Team.
5. Assign to a Specific User: If you selected Specified User or Specified User & Team, open the Assign To User drop-down menu, select the desired username, and click Ok.
6. Save the Configuration: Click Save to apply the changes.

With this configuration in place, whenever a caller selects the specified Result Code, the contact will be automatically assigned to the designated user. For more information on creating and using result codes, refer to our Customizing Your Result Codes article.

For situations where you need to assign already imported contacts to specific users in bulk, VanillaSoft provides a Contact Management Query feature.

Steps:

1. Select the Project: From the Admin homepage, choose the project containing the contacts you want to update.
2. Access Contact Management: Open the Contacts & Reports menu and select Contact Management.
3. Start a New Query: Click Build a New Query to create a new query or select an existing saved query.
4. Choose Fields for Filtering: Select the fields you want to use for filtering your contacts. Hold down the Ctrl (or Command on Mac) key to select multiple fields. Ensure that Contact Owner is included in your selection.
5. Move Selected Fields: Use the right arrow button to move your chosen fields to the Selected Fields area.
6. Set Additional Filters (optional): If needed, set up additional filters using the Filter and Value drop-down menus.
7. Run the Query: Click Run Query to display the results based on your criteria.
8. Update Contact Owner: Once the results are displayed, click Perform Task and select Update Contacts. Check the Contact Owner box and choose the desired user from the Value drop-down menu.
9. Confirm the Update: Click Update to confirm the changes and assign the contacts to the selected user.

Caution: These updates are irreversible. For more detailed instructions, refer to our Update Contacts Using a Contact Management Query article.

To update the owner of an existing contact in VanillaSoft, you can do so individually from the Admin side. For making changes to multiple contacts at once, refer to the Batch Update After Import section.

Steps:

1. Access the Project: From the Admin homepage, select the project containing the contact you wish to edit.
2. Search for Contacts: Open the Contacts & Reports menu and click on Search Contacts.
3. Find the Contact: Enter the necessary information for the contact and click Search to locate it.
4. Open Contact Details: Click on the contact icon to open the contact information page.
5. Change the Contact Owner: Open the Contact Owner drop-down menu and select the desired user you want to assign as the new owner.
6. Save the Changes: Click Save to confirm the update to the contact owner.