> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/channels-integrations/webagent/webagent-contact-search.md). # WebAgent contact search Understand how WebAgent contact search is used and what affects the available results and actions. Contact search is part of WebAgent so agents can find people or customer records while they work with calls and other dialogues. WebAgent uses the contact information made available in the customer environment and shows the actions that are available for the selected result. Use this page to understand the behavior administrators need to validate after WebAgent and the relevant environment connections are configured. ## What contact search does Contact search lets a WebAgent user enter a search value, such as a name or phone number, and select a matching result. The returned results and the actions shown for each result depend on the environment, the user's access, the UCC context, and the connected sources that are available to WebAgent. Common actions can include starting an outbound call, selecting a transfer target, or opening available contact details. The exact actions can differ between environments and results. ## How search works At runtime, WebAgent resolves the value that the user types against the contact and directory data available to the signed-in user. The search can use relevance-ranked people information and, where the active environment supports it, additional structured directory attributes such as name, job title, department, email address, or user principal name. WebAgent then combines matching results and removes duplicates for the same directory object before it shows the picker results. The actions shown for a selected result depend on the data returned for that result, the user's access, the UCC context, and the WebAgent capabilities enabled for the environment. ## Supported directory object types WebAgent contact search can surface the following directory object types when the active environment and the signed-in user's access allow them. | Object type | Represents | Administrator notes | | --------------------- | ------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `OrganizationUser` | Tenant-member user accounts. | User accounts with an Exchange Online mailbox are available through the people directory lookup. Mailbox-less users can depend on the directory search capabilities available in the active environment. | | `OrganizationContact` | Mail contacts, typically external contacts, that administrators create and expose in the global address list. | The contact must have a valid email address. No user mailbox license is required for the contact object itself. | | `PersonalContact` | Contacts stored in the signed-in user's Outlook mailbox. | Personal contacts are visible only to the mailbox owner and must have an email address to be returned as contact-search results. | ## How WebAgent uses contact search WebAgent can use contact search in places where an agent needs to select a person, endpoint, or customer record during a dialogue workflow. For example, contact search can support outbound calling, transfer selection, or contact lookup during customer handling. If a result is not available, WebAgent cannot offer actions for that result. Missing results usually indicate that the relevant source is not connected for the environment, the signed-in user does not have access to the result, or the search value does not match the available contact information. ## Administrator checks After WebAgent is configured for a UCC, validate contact search with a test user who represents the intended agent profile. 1. Sign in to WebAgent as the test user. 2. Open a WebAgent area that uses contact search, such as outbound calling or transfer selection. 3. Search for a known contact or endpoint that should be available in the environment. 4. Confirm that the expected result appears. 5. Select the result and confirm that WebAgent shows only the actions that are expected for that result and user. If expected results or actions are missing, confirm the environment connections, user access, UCC context, and enabled WebAgent capabilities before escalating. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://atlas.anywhere.now/channels-integrations/webagent/webagent-contact-search.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.