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.
Conversations & Tickets
The Conversations & Tickets shows all the details of contact’s chats and tickets.
Conversations
Each conversation shows the following information:
Who start the chat.
The visitor comes from which widget.
The last message in the chat.
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
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.
You can do the following:
Click Chat to switch to the ticket in Agent Panel > Inbox.
Activity Logs
The Activity Logs mainly record important and general events related to contact.
The following events will be recorded in activity logs when it happened:
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
The Media shows all multimedia files sent during the chat or in the ticket.
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 /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.
