Improve the view of the customer's ID and company
L
Lorenzo Poncio
Previously, we recorded the contact with the ID and the company name along with the name, which made it much easier to identify the customer during the calls. For security reasons, this format had to be changed and today this information is only available in the contact details.
Therefore, to consult the ID or company, we need to open the contact details on the side, making information that we use quite frequently less accessible on a daily basis.
As a suggestion, it would be interesting if the ID and/or company could appear as a tag next to or below the contact's name, without having to be part of the registered name. In this way, we would maintain the necessary appropriateness in the registration, but we would regain the convenience of quickly viewing this information during service.
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I
Ivan Theis
Complementing the request: we began to remove the company name and the ID (internal identifier) from the name, as this data is submitted in the CSAT survey and, because it is treated as sensitive data, we decided to make this change.
However, as a result, the quick identification of the customer, which was previously possible only by blinking the “Queue”, ceased to exist, since this information is no longer visible, in addition to the contact details after clicking on it.
I would like to suggest the possibility of including this information in the list, in the same way as is already done with the tags and as planned for the teams (according to this report: https://cloudhumans.canny.io/feature-request-cloud-chat/p/exibir-equipe-time-atribuido-na-listagem-de-chamados).
I understand that not all companies work the same way, so maybe it makes sense to be an optional CloudChat setup. Still, I believe that this functionality may be useful for other companies focused on support, which also need to quickly identify the customer's company.