Opening a record

Ask for it by name

Say the name of a company, a contact or a deal — "open Acme", "bring up the deal with Grafto" — and there's no need to go find it yourself. On web chat, emily looks it up and opens it right there on screen: a company or a deal opens on its own page, and a contact opens inside the contacts list with that contact picked out, since a contact doesn't have a page of its own — see contacts for that.

If the name matches more than one

If the name you gave could point to more than one record, she asks which one you meant rather than guessing and opening the wrong one.

On browser voice and WhatsApp

Ask the same way over browser voice or WhatsApp and she looks the record up the same way, but neither one opens it for you. WhatsApp has no screen to open in the first place, so she answers with what you asked for right there in the message. Browser voice tells you what she found rather than anything opening in front of you.

That's specific to opening a named record. Ask browser voice to take you to a part of the app — your dashboard, your reports, the Knowledge Bank — and it does move you there; see what differs by channel.

Not the same as asking about it

Opening a record is different from asking a question about what's in it — "what's the deal with Acme at?" gets you an answer straight away, on any channel, rather than opening the deal itself. Open a record by name when you want to work in it directly; ask a question when you just want the answer.

Where it works

Next: Filters and views

See filters and views for narrowing a list down before you open anything from it.