Contacts and Auto Contacts

Your Agent Portal keeps two different kinds of address books: Contacts — the ones you or your teammates type in by hand — and Auto Contacts — numbers and email addresses the system notices and remembers on its own, with zero typing from anyone. This guide covers both.

Find them under Call Center > Contacts, which opens with two (or three) tabs: Contacts, Auto Contact, and Call Logs.

1. Adding a Contact Manually#

1. Go to Call Center > Contacts.
2. Click Add Contact.
3. Fill in the fields:

1. Click Save.

Your new contact now appears in the Contacts list, with quick one-click action icons next to it (if a phone number and/or email are on file): email it, call it, text it, or WhatsApp it, straight from the list — each icon is grayed out if the matching field is blank.

The Contacts list

Screenshot needed · contacts-list

2. Public vs. Private Contacts — What's the Difference?#

When you save a contact, you choose its Visibility:

• Public — visible to every agent and supervisor in your domain. Use this for shared, team-wide contacts (a vendor, a shared customer, a department line).
• Private — visible only to you. Nobody else — not even your supervisor — can see, open, or edit a contact you've marked Private. It simply doesn't appear in anyone else's Contacts list at all.

The Contacts list shows a small lock icon and the word "Private" next to any private contact (only visible to you, since nobody else's private contacts ever show up on your screen in the first place), along with who originally saved it and when.

Tip: Use Private for your own personal shortcuts and quick-dial numbers that don't need to clutter up the shared team directory. Use Public for anything your teammates might also need to reach.

3. Editing a Contact#

1. Go to Call Center > Contacts.
2. Click anywhere on the contact's row.
3. Update any field (Name, Company, Phone Number, Email Address, Visibility).
4. Click Save.

Any agent or supervisor can edit a Public contact. A Private contact can only be opened and edited by the person who created it — anyone else trying to reach it directly (even by guessing a link) is denied access.

4. Deleting a Contact#

1. Go to Call Center > Contacts.
2. Check the box next to the contact(s) you want removed.
3. Click Delete (this button only appears once at least one box is checked).

Deleting a contact is supervisor-only. A plain agent can check boxes, but the Delete button itself is only shown to supervisors, and even a supervisor can never delete someone else's Private contact — only Public contacts, or their own Private ones, are ever deletable by anyone other than the contact's own creator.

5. Auto Contacts — Numbers and Emails UCBC Remembers for You#

Click the Auto Contact tab. This list is never typed in by anyone — UCBC automatically keeps track of every outside phone number your domain has called or been called by, and every outside email address your domain has emailed or been emailed by, and lists them here on its own.

5.1 Switching between Calls and Emails#

At the top of the Auto Contact tab, you'll see two small pill buttons: Calls and Emails. Click whichever one you want to view — the list, its columns, and the Export button all switch to match.

5.2 What you'll see#

5.3 Naming an Auto Contact#

Auto Contacts start out with no name — just a bare number or address. To label one:

1. Click the Name cell for that row.
2. Type a name in the small box that opens.
3. Click Save (or OK) in that box.

This is the one field you can edit on an Auto Contact — the number/address, direction, and counts are all system-tracked and can't be typed over.

5.4 Deleting an Auto Contact#

1. Check the box next to the row(s) you want removed.
2. Click Delete.

Like regular Contacts, deleting an Auto Contact is supervisor-only. Auto Contacts have no Public/Private concept at all — they're always domain-wide, visible to every agent and supervisor.

5.5 Exporting Auto Contacts#

If you have export permission, you'll see an Export to Excel button at the top of the Auto Contact tab. Click it to download the currently-viewed list (whichever of Calls or Emails you're on) as a spreadsheet file.

Tip: Auto Contacts for calls and emails are also what feeds your Notification Center's broadcast recipient lists (under Notification Center > SMS and Notification Center > Email) — so naming an Auto Contact here also makes it easier to recognize later when you're picking recipients for a broadcast message.

6. Quick Reference#