Create Contacts

The system supports three ways to create contacts:

System Auto Create Contacts

• When a new visitor comes from Web Chat, the system will automatically create the visitor as a Lead stage contact. You can view and edit the contact from Agent Panel > Web Chat >Ongoing Chats > Contact Information or Admin Console > Contact.

Open

• When a new customer comes from the Inbox, the system will automatically create the customer as a Lead stage contact. You can view and edit the contact from Agent Panel > Inbox >Ticket > Contact Information or Admin Console > Contact.

Open

Manual Create Contacts

Prerequisites

A valid system admin account.

Step-by-Step Instructions

1. Go to your system CloudCX installation domain, and log in with the admin account.

2. From the left navigation menu, go to Contact.

3. Click New button to create a new contact.

4. In the Create a new contact page, you can do the following:

• (Optional) Input a first name and a last name for the new contact.

• Input at least one of the Email, Phone number or Contact ID to create a new contact.

• Click Create a contact button to create.

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 6.3 Import Contacts.

Manage Contacts

Customize table

1. Click Customize Table to open the table list.

2. Check the fields you want to show in the table from the Field not shown in table list.

3. The selected field will be moved to the Fields visible in table list, then close the table list.

4. The system will automatically refresh the contact table.

Bulk Update Contacts

Currently, the system supports the following batch operations:

• Batch tagging: Select contacts, then click Add Tag button.

• Batch assignment: Select contacts, then click Assign to button.

• Batch modification of subscription status: Select contacts, then click More > Update Subscription button.

• Batch deletion: Select contacts, then click More > Delete button.

Merge Contacts

When a visitor accesses a chat through Web Chat, the system will automatically create a Contact with Email and Phone Number. However, if the same visitor accesses from different browsers and is later received by different Agents, there will be multiple Contacts with the same Email or Phone Number belonging to the same visitor in the system.

• 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.

• 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.

  • 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 Secondary-Contacts have been deleted.

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 a supplementary way.

  • 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.

  • Subscription: Mainly based on Primary-Contact.

• Conversations & tickets: All are merged into the Primary-Contact in chronological order.

• Activity Logs: All are merged into the 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.

Search Contacts

By default, the system will perform a quick search for contacts under the current Segment.

The search logic is as follows:

• Fuzzy search: First name, Last name, Email, Phone number.

• Case-insensitive whole-word search: Custom Contact Fields (except for checkbox and date&time types).

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 6.4 Contact Filter and Segments.

Block and Unblock Contacts

When you 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.

If you want to unblock this Contact, you only need to click Unblock contact button in the Block Segment to unblock the Contact.

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.

Delete contacts

1. Select a contact and click delete icon.

2. In the Delete Contact (1) page, input the number of contacts to be deleted.

3. Click Delete button to delete.

You can also select a batch of contacts and click More > Delete to batch delete contacts.