Customizing multiple matches list

If multiple accounts or contacts can be found in CRM by phone number, the system displays a grid underneath the phone, with some information of the records found.

The grid has the following columns:

Icon reflecting the type of entity (account or contact)
Name (clickable to open the record)
Address and City
Checkbox button to select a record in the context of the current call

Address and City columns of the grid can be fully customized, plus name replaced using a custom plugin. The example code of such a plugin:

var SampleCustomer = SampleCustomer || {};
SampleCustomer.Plugins = SampleCustomer.Plugins || {};

SampleCustomer.Plugins.manipulateSearchResults = async function(context) {
    debugger;
    context.customerSearchResults.setColumnHeaders(["foo", "bar"]);
    context.customerSearchResults.setRowData("b41a1595-e321-ec11-b6e6-6045bd8a1d39", "foo", ["bar", "qwe"]);
};

The context parameter of the JS plugin function contains a customerSearchResults property. It is an instance of Enreach.API.customerSearchResults class, which has the following methods:

dataRows property

An array of objects found by multiple matches feature. Each item within the array has the following properties:

id: GUID of the entity
name: display name
type: entity logical name
fieldValues: additional fields displayed in the grid

By iterating the array of search results, additional information can be retrieved for each one by using CIF CRUD APIs.

setColumnHeaders(columnHeaders) function

Manipulates the column headers of the grid. Only Address and City columns ca be overridden. Default columns are removed when the method is called.

columnHeaders: string array of column headers

setRowData(id, name, fieldValues) function

Updates the values of a particular item.

id: primary key (GUID) of the item
name: the value which should be displayed in Name column of the grid
fieldValues: array of additional field (string) values to be displayed

addRow(id, name, type, fieldValues, iconPath) function

Adds a new item to search results. Can be used to add extra content to the grid on top of the ones found by OoB logic.

id: primary key (GUID) of the item to be added
name: the value which should be displayed in Name column of the grid
type: logical name of item (account or contact)
fieldValues: array of additional field (string) values to be displayed
iconPath: must be null when adding contacts or accounts. It is reserved for future use, to be able to list other entity types as well. Atm. only accounts and contacts are supported.

hideRow(id) function

Available from v1.2.2 on.

Marks the item with the specified id as hidden.

Such rows will not be rendered by multiple matches list. If only one single item remains visible, the rest will be treated as if only one item was found:

Multiple matches list is not visible
The single item (account or contact) is set as the context of call

The number of columns given to setColumnHeaders and length of fieldValues array on addRow and setRowData functions have to be identical. The API throws an error if the number of columns don’t match.

All the features of Microsoft CIF API can be used within the plugin, e.g. to retrieve any record and supply the retrieved data to setRowData function.

CIF API reference:

Remember to call CIF APIs by using await, so e.g to retrieve a record, call

var contact = await Microsoft.CIFramework.retrieveRecord("contact", id, "?$select=fullname,telephone1");

The custom plugin then has to be inserted right before the grid is rendered by Display Customer search results OoB plugin on Incoming call answered event.