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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/BDCX/pages/302776373340857220/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
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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 Primary-Contact in chronological order.
Media: All are merged into the main 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. |
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/BDCX/pages/303005754340857344/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.
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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