##### USING the COMMON TOOLS > Using Contact history

# Using Contact HISTORY Overview

Contacts are visitors to your company's website, individuals who e-mail your company, individuals who call your company to find out about your company or your company's products.

A contact can have on-line or off-line interactions with your contact center through voice calls, e-mails, chats, and Open Media interactions such as SMS, MMS, and fax.

The Contact and History tabs appear on the right side of many of the Genesys Desktop windows. They can also be accessed by clicking the Contacts icon.

When it receives a message from a contact, or when it makes a phone call to a contact, Genesys Desktop captures basic information from the interaction and uses it to create a history for the contact.

If a contact uses multiple e-mail addresses or phone numbers, Genesys Desktop sets up separate records for the same contact.

This section describes how to use the Contact and History tabs.

- Actions on Stored Contact Interactions

- Using Contact Tab

- Adding Contacts

- Editing Contacts

- Finding Contact History

- Key to Contact History Icons

- Maintaining Contact History

- Merging Contact History

- Undo Merged Contacts

- Previewing Print Items

## Maintaining Contact History

The Contact tab, which you can access by clicking the Contacts icon, enables you to:

- Find phone numbers and e-mail addresses when creating an outgoing interaction without an incoming interaction.

- Add new phone numbers and e-mail addresses, or edit existing ones.

- Delete phone numbers or e-mail addresses.

- Merge contact information.

- Learn that an interaction is pending (when the Pending Interaction icon ( ) appears).

The Directory tab displays all the contacts in the system.

The Find tab enables you to find specific contacts.

The Contact History pane displays the contact that you selected on the Directory or Find tab, and it enables you to update information and check the contact's history.