Guía del usuario para la integración de la aplicación de negocios One Talk Side View

Side View works by matching the caller ID of a caller to the information in your contacts, then displaying a summary of the information found (natively in the app) for you to view during your calls. Implementing the following "best practices" will help maximize that contacts are correctly matched to callers and accurate information is displayed in the app.

1. Utilize "Preferred contact source" – We recommend selecting the preferred contact source that is closest to your primary use case, e.g., how you will use the app.
   
   Preferred contact source is a setting in the app that identifies the primary contact account to first look up information about the caller. Then information from the preferred account (e.g., phone numbers, email addresses, etc.) is used to match the corresponding contact in the secondary account (in the event you have connected both an office suite and CRM account).
   
   
   
   To change the preferred contact source, go to "Settings" and then "Preferred contact source" and select either Office Suites or CRMs.
   
   If you're primarily using Side View to look up emails and calendar events, we recommend to selecting "Office Suites." Office Suites is the default setting. Alternatively, if you are primarily using Side View to look up CRM information (e.g., leads, opportunities and cases), we recommend selecting "CRMs."
2. Enter contact (and lead) information consistently – We recommend entering information about your contacts consistently across your office suite and CRM accounts. Therefore, use the same names, phone numbers and email addresses across your accounts when referencing the same person. Consistent contact information will make it easier for the platform to correctly match the contacts across accounts for the same caller.
3. Make sure contacts are unique wherever possible – We recommend contacts be entered with unique information (e.g., names, phone numbers, email addresses) for each person to avoid two or more people having the exact same contact information. However, depending on how you interact with your contacts, this may not always be possible. Therefore to help maximize the system's accuracy, in the event two or more contacts have the same phone number (e.g., a main business number or department number), ensure the contacts have different email addresses for each person.
   
   Alternatively, if two or more contacts have the same email address (e.g. a group email inbox), ensure the contacts have different phone numbers for each person. Having unique contact information will make it easier for the platform to correctly match the caller to their contact information.
4. Assign contacts to CRM opportunities and cases – We recommend when entering an opportunity or case that you link the associated contacts to the record. This is often done by either creating the opportunity or case from the contact record itself or adding the contact to the opportunity or case after it was created through alternative workflows. Opportunities and cases linked only to the account, without the contact assigned to them, may not be found by the system for the caller.