6.2 Contact Details

Owned by SUPPORT
Last updated: Nov 03, 2024
3 min read

The contact details show all the contact's personal information, all the contact’s chats and tickets in CloudCX, all the contact's activities in CloudCX, any notes and tags made by the agent on the contact, etc. This information is convenient for administrators to view, manage contacts, and make accurate customer analyses.

Contact Details

Contact Info

The Contact Info shows all the contact’s personal information collected from the contact. You can update or modify the contact’s information by clicking each property.

  • Contact Info: Shows the contact’s phone number and email.

  • Activity: Shows the year and month of the contact's first visit and the time of the last message.

  • Contact Property: Shows the contact’s properties, and allows modification.

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Conversations & Tickets

The Conversations & Tickets shows all the details of contact’s chats and tickets.

Conversations

  1. Each conversation shows the following information:

  • Who start the chat.

  • The visitor comes from which widget.

  • The last message in the chat.

  1. You can do the following:

  • Click Chat to switch to the chat history in Omni Widget > History > Chats.

  • Click widget name to switch to the widget settings in Omni Widget.

Tickets

  1. Each ticket shows the following information:

  • The last action in the ticket.

  • The ticket’s status, ticket number, and ticket subject.

  • The last message in the ticket.

  • The ticket’s priority and channel.

  1. You can do the following:

  • Click Chat to switch to the ticket in Agent Panel > Inbox.

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Activity Logs

The following events will be recorded in activity logs when it happened:

Events

Description

Events

Description

Contact Created

When a Contact is created

Block/Unblock

When a Contact is blocked or unblocked

Owner Changed

When the owner of a Contact changes

Lead Stage Changed

When the Lead stage of a Contact changes

Note Changed

When a note in a Contact is added, modified, or deleted

Tag Changed

When you add or remove tags for Contacts

Segment Changed

When a Contact is added or removed from a segment

Field Changed

When a Contact's information changes

When the events happened, events will be added into activity logs, which are arranged in timeline order and can be queried by date.

Media

You can view all the files, search, and download the file.

New Conversations

In the Contact Details page, you can click New Conversations to enter the creating proactive ticket page in Agent Panel > Inbox. You can send the contact a proactive message via SMS, Email, or WhatsApp, you can find more details from https://cloudfon.atlassian.net/wiki/spaces/BD/pages/311689289.

Add Tags & Notes

In the right of Contact Details page, you can do the following:

  • View and manage tags for the contact.

  • View which segments the contact belongs to, you can click each segment to switch to each segment’s contact list.

  • View the contact’s recent view page recordings, you can click each preview to switch the preview page.

  • View and manage notes for the contact.

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