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Companies

Manage company records and organizational structure.

Overview​

The Companies section allows you to manage records for companies your organization works with. This information helps agents understand the business context when processing emails—identifying which company a sender belongs to, looking up company details, and applying company-specific handling.

Viewing Companies​

Navigate to Configuration > Contacts & Directory > Companies to see all company records.

Company List​

ColumnDescription
NameCompany name
IndustryBusiness sector
EmployeesNumber of employees linked
VIPsNumber of VIP contacts
StatusActive or inactive
CreatedWhen record was added
  • Search - Find by company name
  • Industry filter - Filter by sector
  • Status filter - Active or inactive
  • Sort - By name, employee count, or date

Adding a Company​

Manual Entry​

  1. Navigate to Companies
  2. Click Add Company
  3. Enter company details:
FieldRequiredDescription
Primary DomainNoSelect from your Microsoft 365 verified domains (dropdown)
Company NameYesOfficial company name (auto-fills from domain if not first company)
Alternate DomainsNoComma-separated list of additional domains
Parent CompanyNoSelect parent company for subsidiaries
ActiveYesWhether the company is active

Note: The Primary Domain dropdown shows domains from your Microsoft 365 tenant that haven't been assigned to another company yet. When you select a domain (after the first company is created), the company name is auto-filled with the domain name, which you can then edit.

  1. Click Create

Bulk Import​

For adding multiple companies:

  1. Prepare a CSV file with columns:
    • name, industry, website, phone, address, notes
  2. Click Import
  3. Upload CSV
  4. Map columns
  5. Review and confirm

Managing Companies​

Editing a Company​

  1. Click on the company row
  2. Update fields as needed
  3. Click Save

Deleting a Company​

  1. Click the delete icon
  2. Confirm deletion

Note: Deleting a company doesn't delete associated employees, but removes the link.

Deactivating a Company​

For companies you no longer work with:

  1. Edit the company
  2. Set status to Inactive
  3. Save

Inactive companies remain for reference but won't appear in active lookups.

Company Details​

Overview Tab​

Shows basic company information:

  • Name and industry
  • Contact details
  • Website and address
  • Creation and update dates

Employees Tab​

Lists employees associated with this company:

  • Employee name and email
  • Title and department
  • VIP status if applicable

VIPs Tab​

Shows VIP contacts from this company:

  • Name and email
  • Privilege level
  • Special notes

Activity Tab​

Recent agent interactions involving this company:

  • Emails processed
  • Agents involved
  • Outcomes

Using Company Data​

In Agent Processing​

Agents can look up company information when:

  • Identifying who sent an email
  • Understanding business context
  • Applying company-specific rules

With the lookup_company Tool​

If configured, agents can call:

lookup_company(name: "Acme Corp")

Returns:

  • Company details
  • Key contacts
  • Relationship notes

In VIP Handling​

Company affiliation helps with VIP management:

  • See all VIPs from a company
  • Apply company-level handling rules
  • Track company relationships

Organizational Hierarchy​

Company → Department → Employee​

Companies can have:

  • Multiple departments
  • Many employees
  • Multiple VIP contacts

Linking Records​

When adding employees:

  1. Select their company
  2. Select their department (within that company)
  3. Employee is linked to both

Best Practices​

Data Quality​

  1. Consistent naming - Use official company names
  2. Complete records - Fill in available details
  3. Regular updates - Keep information current
  4. Remove duplicates - Merge duplicate records

Organization​

  1. Industry classification - Use consistent categories
  2. Status management - Mark inactive companies
  3. Notes usage - Document important context
  4. Regular audits - Review data periodically

Integration​

  1. Link employees - Associate employees with companies
  2. Connect VIPs - Link VIP contacts to their companies
  3. Use in agents - Configure agents to leverage company data

Company Relationships​

Customer vs. Partner vs. Vendor​

Use notes or custom fields to track:

  • Customers - Companies you serve
  • Partners - Business partners
  • Vendors - Companies you buy from

Key Accounts​

Mark important companies:

  • Add multiple VIPs from the company
  • Document in company notes
  • Configure special handling in agents

Reporting​

Company Metrics​

Track across companies:

  • Email volume by company
  • VIP interactions
  • Response quality
  • Issue trends

Exporting Data​

Export company list for:

  • Reporting
  • Integration with other systems
  • Backup purposes

Troubleshooting​

Company Not Found in Lookups​

Symptoms: Agent can't find company information

Solutions:

  1. Verify company exists and is active
  2. Check spelling matches exactly
  3. Ensure lookup tool is configured
  4. Test lookup manually

Duplicate Companies​

Symptoms: Same company appears multiple times

Solutions:

  1. Search for all variations
  2. Choose the most complete record
  3. Update linked employees to correct record
  4. Delete duplicates

Symptoms: Employees not showing under company

Solutions:

  1. Edit the employee record
  2. Set correct company association
  3. Save employee