Manage contact records within your Twilio Flex contact center.
Account Owners, System Admins, Supervisors & Agents
Platform roles required to view and manage contact records. Supervisors and agents cannot archive or delete contact records.
On the Manage Contacts screen users will be able to view all of the contacts within the system, export a list of contacts, create new contacts as well as edit and archive existing contacts.
To perform functions as it relates to contact records, users will navigate to the Manage Contacts screen.
Navigate to Menu > Manage Contacts
Using Filters with Contact Records
The list of contacts can be filtered by their status (All, Active, Archived). Active contacts are displayed by default. To filter contacts, click the "Status" drop-down menu to select whether active, archived, or all teams are displayed.
Editing Contact Record Details
To edit contact record details, hover your cursor over the row of the contact that you would like to edit and click on the edit (pencil) icon.
After clicking the edit icon, the "Edit Contact" slideout will display the contact details.
- Make your changes to the contact details (Name, Email, or Numbers)
- Select “Save Changes” to apply the changes
Archive a Contact Record
Users have the ability to archive a contact record that is no longer active.
To archive a contact record, select the archive (bin) icon and confirm that you want to archive the contact.
- Hover the cursor over the contact that will be archived
- Click on the archive (bin) icon
- Select “Yes” when the archive confirmation message appears
The Active label will change to Archived. The contact will only be visible if the Status list is filtered by All or Archived.
Supervisors and agents cannot archive a contact record.
Archiving Multiple Contact Records (Bulk)
Multiple contacts can be archived at one time.
- Select the checkbox next to the name of the contacts to be archived
- Click the archive (bin) icon displayed in the table header above the list of contacts
- Select “Yes” when the archive confirmation message appears
Supervisors and agents cannot bulk archive contact records.
Additionally, you can archive all of the contacts listed on the page at once.
- Select the checkbox in the header beside the "Name" label
- Every selected contact will be archived
- Click the archive (bin) icon in the table header above the list of contacts
- Select “Yes” when the archive confirmation message appears
Unarchive a Contact Record
Users have the ability to unarchive contact records that were previously archived.
To unarchive a contact, select the unarchive (bin) icon and confirm that you want to unarchive the contact.
- Select the unarchive (bin) icon for the intended contact
- Select “Yes” when the unarchive confirmation message appears
Supervisors and agents cannot unarchive a contact record.
Export Contact Records
Users have the ability to export the list of contact records as .CSV files.
To export contact records, click the export (download) icon in the table header.
- Select the export (download) icon located next to the Search field.
Supervisors and agents cannot export contact records.
