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Who uses this: Admins, Team Managers, and Service Agents — Limited Agents don’t have access to Engage. Availability: United States and Canada · Engage add-on — contact the FieldPulse team to enable it on your account.
A customer often reaches you from more than one number — a spouse’s cell, a second line, an office phone. In Engage, you can view calls and SMS under each additional contact on a customer, or under the alternate phone number saved on that customer’s FieldPulse profile, so every conversation lands under the right person instead of a stray number.

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Overview

Engage isn’t limited to a customer’s primary contact and primary phone number. Within a conversation, you can switch the profile view between the customer’s additional contacts, the customer phone, and the alternate phone number saved on the customer’s FieldPulse profile — Engage shows the calls and SMS tied to whichever profile you select. You can also save a new number as a contact and link it to an existing customer.

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Before you begin

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Switch between contacts and numbers

  1. Open the customer’s conversation in Engage.
  2. In the Profile Info panel, select the Contact dropdown.
  3. Choose the profile you want to view — one of the customer’s additional contacts, the primary phone (labeled Customer), or the saved alternate number (labeled Customer Alternate Phone). Engage shows the calls and SMS tied to the profile you select. Engage conversation with the Contact dropdown open in the Profile Info panel, listing the customer's primary phone, the Customer Alternate Phone entry, and the customer's additional contacts
  4. To capture a new number, save it as a contact and link it to the existing customer — future calls and texts from that number then appear under that customer.

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FAQs

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How long does it take for a new or updated contact to appear in Engage?

About two minutes. When a customer is created or updated in FieldPulse, the change takes approximately two minutes to sync to Engage, and you may see the phone number displayed instead of the name until the sync completes. See Engage Overview for details. Your setup is working when you can open a customer’s conversation, switch between their contacts, customer phone, and alternate phone, and see the calls and SMS for each under the profile you select.