Contacts
This module lists all the contacts the platform has interacted with.
Getting here
This module is accessible by Owner and Manager only!
This module can be accessed from the side navigation menu under the menu item, Contacts.
Navigating around
The Contacts module has three main sections:
Contact View Selector
Contacts Table
Contacts Menu
1. Contact View Selector
The view selector is a dropdown where you can select different views of the contacts.
Learn more about Views!
2. Contacts Table
From the contacts table, you will find records of your contacts and their information.
You may sort the customer records by pressing on the column headers of the contacts table.
Note that the information displayed on your Contact table may differ depending on the columns you have selected.
Contact Profile
The contact profile consists of a profile image and name which is supplied by the messaging channel used by the contact to send a message to the platform. In the absence of a profile image, a standard initial avatar will be used in replacement. As for the profile name, the phone number or email address will be used instead.
Actions
At the last column of the Contacts table, you can find the dropdown menu,
From this dropdown menu, there are a few options available:
View Details: Opens up the contact record and view more details
View Messages: Show contact's message history on the Messaging Module.
Delete: Delete this contact from the contact list
Be mindful when you delete a record as deletion or records cannot be undone!
3. Contacts Menu
Adding Contacts
Step 1: Navigate to Contacts Module Press ADD CONTACT
Step 2: Choose either to add a single contact or multiple contact If you choose to add a single contact, please continue to follow through the guide.
If you choose to add multiple contacts, please refer to this guide on how to add multiple contacts.
Step 3: Fill in the required information Fill in the contact's information on the form provided.
Step 4: Review and press ADD Once you have completed the form, review the information and press ADD.
Automations and automatic contact assignments will not be executed for contacts added from the contact module.
Searching for Contacts
If you wish to search for a particular contact, you may use the search box and input a search query. The search query can any of the following fields:-
Name
Channel
Email
Phone
Tags
Custom fields
Filtering Contacts
You can view a list of Contacts that fulfill a set of criteria by applying filters
Step 1: Click the filter icon The filter drawer will open on the right when the icon is clicked..
Step 2: Specify the filters The following are criteria that can be filtered:
Contact Fields
Standard contact fields (e.g. First Name, Country)
Assignee
Conversation Opened Time
Contact Creation Time (Created At)
Last Interaction Time
Channels
Contact Tag
Last Interacted Channel
Time Since Last Incoming Message
Contact fields manually created in the Workspace
Tips: Nested conditions are now supported. These refer to a group of condition statements contained within the definition of a primary condition.
Step 3: View the filter results Filters are updated in real-time and will be immediately reflected in the results.
For an unfiltered view of your Contacts, click CLEAR at the bottom right of the filter drawer.
Tips: You can save and apply filters perpetually in a Custom Inbox, which would only display Contacts who fulfill a defined set of criteria. Find out how to do this below.
Step 4: Save New View
This step is optional. You can create a Custom Inbox that filters Contacts based on selected filter options. To do this, click on the SAVE NEW INBOX button at the bottom left of the filter drawer.
Name your new inbox and click SAVE.
Learn more on how to manage Views.
Exporting Contacts
Only Owners and Managers with no such restriction can perform this action!
If you wish to export the Contacts in the Inbox, you can do so by selecting an export option from the Actions menu. You can export your Contacts in a CSV file.
Customizing Columns
The columns showing in the Contacts Table can be customized depending on your information needs. It can be done by selecting Customize Columns option from the More Menu.
Indicate via the checkboxes which columns you wish to display in your Contacts Table.
The column display will automatically update and reflect your selections.
The column name is required and cannot be deselected.
Selecting Multiple Contacts
Select the Contacts you want by checking the box to the left of their respective names in the Contact row, or selecting all Contacts after applying the desired filters.
You can then perform the below actions.
Delete Multiple Contacts
Only Owners and Managers with no such restriction can perform this action!
Step 1: Select multiple contacts Select the contacts by checking the box at the left of the contact row
Step 2: Press DELETE Press on DELETE beside the Contact View Selector
Step 3: Confirm Deletion Confirm to delete the selected contacts by pressing DELETE
Assign Tags to Multiple Contacts
Step 1: Select multiple contacts Select the contacts by checking the box at the left of the contact row
Step 2: Press Assign Tags Press on ASSIGN TAGS beside the Contact View Selector
Step 3: Input the tags Key in the relevant tags and press ADD TAGS to assign tags to the selected contact
Merge Contacts
Step 1: Select two contacts Select the contacts by checking the box at the left of the contact row
Step 2: Press Merge Contacts Press on MERGE CONTACTS beside the Contact View Selector.
Step 3: Compare Contact Profile Review the contacts you would like to merge and select the appropriate values for the merged contact
Step 4: Review and Merge Once you have reviewed the contact profile, press MERGE CONTACT to merge both contact profiles.
When you merge two contacts, all Channels, Messages, Events and Comments will be consolidated in a single contact profile. You may have a holistic view of the Contact and understand them better through their interactions with the Space.
Conversations closed by merging Contacts will NOT trigger a Workflow
Unmerge Contacts
If you accidentally merge two contacts, you can unmerge them
Step 1: Search for the contact Search for the contact that you wish to unmerge.
Step 2: Select Unmerge Contact On the contact row, select the Actions menu and select Unmerge Contact from the list.
Step 3: Select Contact Select the contact you wish to unmerge from the contact.
Step 4: Confirm Once you reviewed and confirmed, press UNMERGE to proceed with the action.
Events and Messages that was interacted after contact merge will be tagged to the primary contact. When you unmerge a contact from a primary contact, the interactions will not show in the secondary contact.
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