Where to Find Contacts
Log in to your Abby Portal.
From the left-hand menu, click Account → Contacts.
You’ll see a list of all current contacts linked to your account.
What You Can Do in Contacts
Add a New Contact
Click the ➕ Add New Contact button.
Enter details such as:
Name
Phone number(s)
Email
Title/Role
Click Save.
💡 Benefit: Adding new contacts helps your receptionist quickly identify and route important calls.
Call Handling Settings for a Contact
Each contact has their own Call Handling tab, where you can customize how calls are routed.
Transfer Settings
Enable “Transfer if Requested by Name” so receptionists can route calls directly when the caller asks for this person.
Add up to three phone numbers (Primary, Secondary, Third).
For each number, select:
Phone Type (Office, Desk, Mobile, etc.)
Transfer Type:
Supervised – Receptionist introduces the caller before connecting.
Blind – Call is transferred directly without introduction.
If you’d like call handling to be more specific — for example, Susie takes new clients, Jenna handles current clients, and Marcus handles billing — reach out to us at [email protected] and we’ll get it set up for you.
💡 Benefit: Ensures calls always follow the right path, minimizing missed connections.
Statuses
Current Status – Shows whether the contact is available or unavailable in real time.
Recurring Scheduled Status – Create repeating availability rules (daily, weekly, monthly, yearly).
Upcoming Status – Use for one-time updates (e.g., in a meeting, out for the afternoon).
Status Templates – Save common statuses and apply them quickly when needed.
💡 Benefit: Receptionists always know when and how to transfer calls, reducing confusion and improving caller experience.
Message Notifications
Add one or more emails and/or phone numbers to receive call and message notifications.
Edit or remove notification recipients anytime.
Voicemail Notifications
Assign a voicemail box to the contact.
Choose how notifications are sent (email or text).
💡 Benefit: Notifications keep the right people in the loop, even if they miss the live call.
Edit an Existing Contact
From the contact list, click the name of the contact you want to update.
Select Edit.
Update details such as phone numbers, emails, or call handling preferences.
Click Save to confirm.
💡 Benefit: Keeps information current so calls don’t get lost or misrouted.
Delete a Contact
To delete a contact, please reach out to us at [email protected]. Our team will review your call flows on the back end to ensure everything remains properly configured.
💡 Benefit: Removing outdated contacts keeps your directory clean and avoids confusion for your receptionist team.
Best Practices for Contacts
Review contacts quarterly to keep details accurate.
Use notes to flag VIPs or provide special instructions.
Set clear call handling rules for each contact to reduce missed connections.