📋 Manage Contact Types
Record and organize the communication channels of your customer contacts
With contact types, you systematically document through which channel a customer interaction took place – whether via phone, email, chat, or in person. This categorization enables precise evaluations and helps you to analyze and optimize the quality of your customer support on a channel-specific basis.
As a Content Administrator, you can find the management settings in the administration menu under the "Contact Types" tile.
Overview Page
The overview page provides you with a complete overview of all configured contact types. Here you can see at a glance:
• Name of the contact type – The designation of the communication channel
• Assignment status – Whether the contact type is used globally or project-specifically
• Status – Whether the contact type is active or deactivated
• Actions – Quick access to editing and management functions
✨ Add New Contact Type
Create new contact types in a few steps to map your communication channels individually:
Click "+ Add Contact Type" button
Open the form to create a new contact type.
Assign Title
Enter a meaningful name for the contact type (e.g., "Phone", "Email", "Live Chat", "Video Call").
Set Assignment
Decide whether the contact type should be available globally (for all projects) or project-specifically (only for certain projects).
💡 Tip: Create global contact types for frequently used channels like "Phone" or "Email", while special forms of communication (e.g., "VIP Hotline") can be configured project-specifically.
✏️ Edit Contact Type
Existing contact types can be adjusted at any time to reflect changes in your communication structure:
→ Change Title
Adjust the name of the contact type if designations or processes change.
→ Adjust Assignment
Change the availability between global and project-specific use.
→ Access via Actions Menu
In the overview, click on the "Edit" action next to the desired contact type.
🔄 Deactivate or Activate Contact Type
Contact types that are no longer actively used can be deactivated without losing historical data:
Deactivated contact types:
✓ Are no longer available for selection in new evaluations
✓ Remain visible and analyzable in existing evaluations
✓ Can be reactivated at any time
✓ Retain historical data integrity
⚠️ Important Note
Contact types cannot be deleted. This ensures that all historical evaluations and analyses retain their mapping and remain fully traceable. Use the deactivation function instead for contact types that are no longer needed.
💡 Best Practices
Recommendations for effective contact type management:
→ Consistent Naming: Use uniform, self-explanatory designations
→ Manageable Number: Keep the list of contact types compact and focused
→ Regular Review: Periodically check which contact types are still actively used
→ Clear Distinction: Avoid overlaps between different contact types
Further Information
📊 Recording Evaluations
Learn how to evaluate customer contacts using configured contact types
📈 Creating Analyses
Use contact types for detailed analyses of your communication channels
Need support?
Our support team is happy to help you with the configuration and optimization of your contact type management.