Contact flags and folders

Contact flags apply to the entire contact rather than an individual interaction.

The system comes with one predefined contacts flag, Customer Complaints. It also comes with its corresponding folder, which contains contacts that you or other users flagged with the Customer Complaints flag.

If a contact contains multiple interactions, only the first interaction of the contact is displayed in the flagged contacts folders. The other interactions can be accessed once you open the contact in the Interaction Review workspace.

If Cradle-To-Grave is supported, related interactions are gathered into a single contact after the related interactions are transferred to the Contact database. As result, a contact can be flagged only after all its related interactions have been transferred to the Contact database.