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CloudCX Contacts help you improve productivity and efficiency and enable you to maintain structure in your marketing campaigns and customer support efforts. |
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Create Contacts
The system supports three ways to create contacts:
System Auto Create Contacts
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Automatically creating contacts can enable conversations and contacts to be automatically associated, and save Agents from expending more energy on manually creating Contacts. |
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The contact will be named as the social ID or name.
Manual Create Contacts
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In addition to being automatically created and generated according to rules, contacts can also be manually created by administrators as needed. |
Prerequisites
A valid system admin account.
Step-by-Step Instructions
Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to Contact.
Click New button to create a new contact.
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Import Contacts
In some cases, administrators need to import numerous contacts into the system in batches. At this time, manually compiling one by one is obviously not convenient enough. At this time, importing contacts in batches can be conveniently operated. You can find more details from https://cloudfon.atlassian.net/wiki/spaces/CX/pages/340857220/Import+Contacts?atl_f=content-tree.
Manage Contacts
Customize table
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A contact in the system has about 40 system fields by default, and also supports custom fields. However, the default display area on the list page is limited. Through Customize table, administrators can conveniently set which fields need to be displayed on the list page. |
Click Customize Table to open the table list.
Check the fields you want to show in the table from the Field not shown in table list.
The selected field will be moved to the Fields visible in table list, then close the table list.
The system will automatically refresh the contact table.
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Bulk Update Contacts
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In some cases, administrators need to conveniently perform batch operations on contacts, such as batch assigning contacts to a certain person or batch tagging contacts. |
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If you do not select any contacts before performing a batch operation, the system defaults to selecting all contacts for the batch operation.
Merge Contacts（Coming soon）
When a user accesses a conversation through web chat, we will automatically create a Contact. However, if the same user accesses from different browsers and is later received by different Agents, there will be multiple contacts belonging to the same customer in the system. At this time, when an administrator views Contact information, the system will have a prompt message indicating that there are duplicate Contacts for this Contact in the system.
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Administrators can also manually select the Contacts that need to be merged:
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After selecting Contacts, a Contact needs to be specified as the Primary-Contact, and the rest of the contacts are Secondary-Contacts. A maximum of 25 Contacts can be merged at one time.
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The following are some data situations after merging:
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The Contact merge operation is irreversible. |
Search Contacts
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In many cases, there are too many contacts in a Segment. At this time, if you need to quickly find a specified contact, you can use the Search function of Contacts to find it. |
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Fuzzy search: First name, Last name, Email, Phone number.
Case-insensitive whole-word search: Custom Contact Fields (except for checkbox and date&time types).
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Filter Contacts
When you need to batch-filter and accurately select some contacts, you can use the advanced filter to filter contacts. You can find more details from https://cloudfon.atlassian.net/wiki/spaces/CX/pages/340857344/Contact+Filter+and+Segments?atl_f=content-tree.
Block and Unblock Contacts（Coming soon）
When you need to prevent certain Contacts from continuing to send you junk messages, you can block them. After a Contact is blocked, it will be moved to the Block Segment, and then you will no longer receive any messages from this Contact.
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If you want to unblock this Contact, you only need to click the 'Unblock' button in the Block Segment.
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Edit Contacts
If you want to edit the contact, you can click the contact to enter the Contact Details page.
In the Contact Details page, you can edit the contact information under Contact Property.
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Delete contacts
Select a contact and click delete icon.
In the Delete Contact (1) page, input the number of contacts to be deleted.
Click Delete button to delete.
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