Contacts
This module lists all the Contacts the platform has interacted with
This module is accessible by Owners and Managers only!
This module can be accessed from the side navigation menu under the menu item, Contacts.
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The Contacts Module has 3 main components:
- 1.Inbox Selector
- 2.Contacts Table
- 3.Contacts Menu
The Inbox Selector is a dropdown menu where you can select different inboxes from which to view Contacts. This includes the Standard Inbox, Team Inbox and Custom Inbox.
You can find your Contacts’ records and information in the Contacts Table.
Sort these records by clicking on the column headers. Note that the information shown in your Contacts Table depends on the columns you have selected to display.
Access a Contact’s profile by clicking on their name. A profile consists of a profile image and name, supplied by the messaging channel the Contact used to message the platform. In the absence of a profile image, an avatar will be provided. In the absence of a profile name, the phone number or email address will be used instead.
In the last column of the Contacts Table is a dropdown menu. Click on it to view the available options:
- Delete: Deletes the Contact from the Contact List
Be mindful when you delete a record as deletion of records cannot be undone!
Step 1: Navigate to Contacts Module
Click the ADD CONTACT button at the top
Step 2: Choose to add a single Contact or multiple Contacts
If you want to add a single Contact, follow the instructions provided in the prompts.
Step 4: Fill in the required information
Fill in the Contact's information in the form provided.
Step 5: Review and press ADD
Once you have filled in the form, review the information and click ADD.
Automations and automatic contact assignments will not be applied to Contacts added from the Contacts Module
If you wish to search for a particular Contact, input your query in the search box. The search query can comprise any of the following fields:-
- Name
- Channel
- Email
- Phone
- Tags
- Custom fields
You can view a list of contacts that fulfil 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 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 fulfil a defined set of criteria. Find out how to do this below.
Step 4: Save New Custom Inbox
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.
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.
The columns shown in the Contacts Table can be customized depending on your needs. Select Customize Columns from the Actions menu to do this.
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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 Name column is required and cannot be deselected
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.
Only Owners and Managers with no such restriction can perform this action
Step 1: Select multiple Contacts
Select the Contacts you want to delete.
Step 2: Click DELETE
Click on the DELETE button beside the Contact View Selector.
Step 3: Confirm Deletion
Confirm the deletion of the selected Contacts by clicking DELETE when prompted.
Step 1: Select multiple Contacts
Select the Contacts you want to tag.
Step 2: Click Assign Tags
Click on the ASSIGN TAGS button beside the Contact View Selector.
Step 3: Input the tags
Key in the desired tags and click ADD TAGS to assign tags to the selected Contacts
Step 1: Select two Contacts
Select the two Contact profiles you want to merge
Step 2: Click Merge Contacts
Click on the MERGE CONTACTS button beside the Contact View Selector
Step 3: Compare Contact Profiles
Review the profiles you would like to merge and select the appropriate values to retain for the merged Contact
Step 4: Review and Merge
Once you have reviewed the Contact profile, click MERGE CONTACT to merge both profiles.
When you merge two Contacts, all Channels, Messages, Events and Comments associated with each profile will be consolidated into the merged profile. You will have a holistic view of the Contact and their interactions with the platform.
Conversations closed by merging Contacts will NOT trigger a Workflow
If you accidentally merge two Contacts, you can unmerge them.
Step 1: Search for the Contact
Search for the merged Contact profile that you wish to unmerge.
Step 2: Select Unmerge Contact
In the Contact row, click the Actions menu and select Unmerge Contact from the list.
Step 3: Select Contact
Select the Contact you wish to unmerge so their original profile is restored.
Step 4: Confirm
Once you have reviewed the Contact profiles, click UNMERGE to proceed.
Events and Messages that occurred after the Contact merge will be tagged to the primary Contact. When you unmerge a Contact, all interactions will be associated with the primary Contact only, and none with the secondary Contact.
Last modified 1yr ago