4.4 Manage Contacts
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In CloudCX, Contact is a customer who has a unified identity in the system. Having a Contact helps you to track and manage the complete communication history of a customer.
Contacts
A Contact can have multiple identities in each social channel, but have only one Contact ID in the system. These social channel identities are called Contact Identity. For example, a contact can have an Email identity and a WhatsApp identity at the same time.
The following table lists the Identities of a Contact associated with social channels.
Channel | Contact Identity |
An email address. For example, shelay2024@gmail.com | |
SMS | A phone number. For example, +12346666668 |
A unique WhatsApp number. For example, +12346666668 | |
The system will obtain a virtual visitor ID from Meta | |
The system will obtain a virtual visitor ID from Meta | |
Telegram | The system will obtain a virtual visitor ID from Telegram |
When a new visitor is coming, the system will automatically create a contact for the new visitor, and automatically fill in the Contact Identity captured from the visitor into each channel.
Contacts in Web Chat
When a visitor comes from Web Chat, the system will use the visitor's cookie to determine whether the visitor is the same visitor as a contact in the system.
When a new visitor comes from Web Chat:
The visitor fill in the information to Pre-Chat form, then starts a chat.
At this time, the system will automatically create a contact according to the information filled in the Pre-Chat form and record the relevant information of the contact, such as the country, time zone, etc.
The visitor starts a chat with Workflow directly, or you manually invite the visitor to start a chat. That means the visitor don’t need to fill in the information to Pre-Chat form before chat.
At this time, since the system cannot capture the visitor’s information, for the convenience of memory, the system will randomly assign a fake name, such as "Rich Key". At the same time, some basic information of the visitor will also be recorded, such as the country, time zone, etc.
When the visitor comes again:
The visitor starts a chat in the same browser (without clearing the cookie).
The system will identify the visitor as an existing contact based on the cookie. At this time, the system will directly match the visitor with the existing contact and will not create a new contact.
The visitor starts a chat in a different browser (or in the same browser but clears the cookie).
At this point, the visitor will be considered a new visitor. Even if the contact information filled in by the visitor is the same as the existing contact information already in the system, the system will still create a new contact for the visitor. Then the system will prompt “1 potential duplicate.”
In the Contact Information, you can do the following:
Click
switch to the Contact Details in Admin Console > Contact.
Click Unsubscribe button to unsubscribe Email for the contact, that means you can not send the marketing email to the contact.
Contacts in Inbox
When a customer comes from Inbox channels, including Email, SMS, WhatsApp, Facebook, Telegram, Instagram, the system will directly determine whether the customer is an existing contact in the current system through the Identities of social channels.
If the customer matches with an existing contact, the customer will be directly associated with the corresponding contact. Otherwise, the customer will be automatically created a contact with Lead Stage as Lead.
In the Contact Information, you can do the following:
Click
Click New Conversation switch to the creating proactive ticket page, you can find more details from 4.2 Proactive Message.
Click Unsubscribe button to unsubscribe Email for the contact, that means you can not send the marketing email to the contact.
Manage Contacts
Add or Remove Tags
In the Tags section, you can do the following:
Click + button to enter the add tags page to select the tag to add.
Click the x next to each tag to remove each tag from the contact.
After adding or removing tags for the contact, the action and the tag’s status will be sync to the Contact Details in Admin Console > Contact.
Add notes for the contacts
In the Notes section, you can add notes for the contact. After adding notes for the contact, the action and the notes will be sync to the Contact Details in Admin Console > Contact.
Update Contacts
In the Contact Property section, you can update all the properties for the contact. After updating for the contact, the updated properties will be sync to the Contact Details in Admin Console > Contact.
Duplicate detect & Merge (Coming soon)
Filter Contact Tickets
Filter Contact Tickets via View
To quickly locate and categorize the Contact ticket that are from a specific Contact, you can create a View using the Contact Name as the condition.
Step-by-Step Instructions
Go to your system
CloudCX installation domain, and log in with the agent account.Go to Inbox, and click expand button.
Click Manage Views button to open the pop-up window.
In the Manage Views page, click + Add a New View.
In the New View page, you can do the following:
Enter a name for the new view.
(Optional) Turn on the Public toggle key to make all the agents in the system can access the new view. Otherwise, the filter can only be accessed by the agent who creates it.
Define the Logical Expression, you can use meet all, meet any, or use logic expression to trigger rules.
Click + Add a Condition, you can set the condition as Contact Name is/is not/contains/not contains xxxx.
Click Save, the new view will be created successfully.
If you select “use logic expression” to set routing rules, please note：
Conditions need to be added before the input expression, otherwise the system will prompt “Invalid logical expression.”
The parentheses must come in pairs and be written as half-width.
Or, And are not case-sensitive. Space should be added before and after.
The precedence of logical operators in order from highest to lowest is: (), And, Or.
The number used in the expression must exist in the identifier number list.
If you have 5 conditions, you can use Expression like (1 or 2 or 3) and (4 and 5). This expression means the rule will be triggered when any of the 1 to 3 conditions is met as well as condition 4 and condition 5 are met. The number here is the condition identifier number.
The new view will be shown in the view list.
The new view will be shown in the view list, you can click the new view from the left view list to enter the new view and manage all the tickets under this view.
Filter Contact Tickets via Ticket Filter
To quickly find and manage the Contact ticket that are from a specific Contact, you can create a ticket filter using the Contact Name as the condition.
Step-by-Step Instructions
Go to your system
CloudCX installation domain, and log in with the agent account.Go to Inbox, and click expand button.
Click
button from the top left corner, then click
button to open the filter drawer.
In the filter drawer, you can do the following:
Define the Logical Expression, you can use meet all, meet any, or use logic expression to trigger rules.
Click + Add a Condition, you can set the condition as Contact Name is/is not/contains/not contains xxxx.
The left ticket list will immediately show the filtered tickets.
In the filtered ticket list, you can select a batch of tickets to edit, add tag or delete. Also, you can click a ticket to enter the ticket.
Third-party CRM Integration
If the system integrated with third-party CRM, including Salesforce, Zoho, HubSpot.
When a new ticket is created with a new customer, the new customer's information will be automatically synchronized to the third-party CRM. You can find more details from 8. APP&Integrations.