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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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If you do not select any contacts before performing a batch operation, the system defaults to selecting all contacts for the batch operation.
Merge
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Contacts
When a user visitor accesses a conversation chat through web chat, we Web Chat, the system will automatically create a Contact with Email and Phone Number. However, if the same user visitor accesses from different browsers and is later received by different Agents, there will be multiple contacts Contacts with the same Email or Phone Number belonging to the same customer visitor in the system. At this time, when an administrator views Contact information, the system will have a prompt message indicating
When you knew there are multiple Contacts with the same Email or Phone Number, you can merge multiple Contacts directly from the Contacts list.
Select all the Contacts with the same Email or Phone Number in the Contacts list.
Click Merge button to open the merge contacts drawer.
Select a Primary-Contact.
Click Merge button in the drawer.
In the Merge duplicates pop up window, click Yes, merge button.
All the records in Secondary-Contacts have been merged to the Primary-Contact, and Secondary-Contacts have been deleted.
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When you don’t know there are multiple Contacts with the same Email or Phone Number, you can select a Contact and check the contact’s details to know whether the Contact can be merged.
Select and click a Contact from the Contacts list.
If the Contact can be merged, the system will prompt 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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Click Merge to open the merge contacts drawer.
Select a Primary-Contact.
In the Merge duplicates pop up window, click Yes, merge button.
All the records in Secondary-Contacts have been merged to the Primary-Contact, and
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Secondary-Contacts have been deleted.
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A maximum of 25 Contacts can be merged at one time.
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The following are some data situations after merging:
Contact fields: It will be mainly based on the Primary-Contact, and the Secondary-Contacts will be filled in in a supplementary way.After merging, select
Created On Time: Select the earliest record among all merged Contacts (primary and secondary) as the created time.
Last Updated Time: Select the time of successful merge as the last updated time.
Notes: Arranged in chronological order.
Tags: Take the union of all Contacts.
Subscription: Mainly based on Primary-Contact.
Conversations & tickets: All are merged into the main Primary-Contact in chronological order.
Activity Logs: All are merged into the main Contact Primary-Contact in chronological order.
Media: All are merged into the Primary-Contact in chronological order.
Tags: Take the union of all Contacts.
Notes: Arranged in chronological order.
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The Contact merge operation is irreversible. |
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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
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Contacts
When you need want to prevent certain Contacts from continuing to send you junk messages or initiate a chat request, 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 or chat requests from this Contact.[image]
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If you want to unblock this Contact, you only need to click the 'Unblock ' contact button in the Block Segment to unblock the Contact.[image]
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The Contact ID is planted in the Contact’s browser cookie. If a Contact is blocked, he/she will not be able to see the chat button on your website using the same browser. However, if this Contact switches to another browser, uses another machine, or clears the cookies in the browser he/she previously used to visit your website, he/she will be able to see your chat button and initiate chat requests. |
Edit Contacts
If you want to edit the contact, you can click the contact to enter the Contact Details page.
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