Contacts

This module lists all the Contacts the platform has interacted with

Getting Here

This module is accessible by Owners and Managers only!

This module can be accessed from the side navigation menu under the menu item, Contacts.

Navigating around

The Contacts Module has 3 main components: Inbox Selector & Contacts Table and Contacts Menu

1. Inbox Selector

The Inbox Selector is a dropdown menu where you can select different inboxes from which to view Contacts. This includes the Standard Inbox, Team Inbox and Custom Inbox.

2. Contacts Table

You can find your Contacts’ records and information in the Contacts Table.

The column headers with a sorting icon are the columns that are sortable, you may sort the records of these columns by clicking on the column headers. Note that the information shown in your Contacts Table depends on the columns you have selected to display.

Contact Profile

Access a Contact’s profile by clicking on their name. A profile consists of a profile image and name, supplied by the messaging channel the Contact used to message the platform. In the absence of a profile image, an avatar will be provided. In the absence of a profile name, the phone number or email address will be used instead.

Actions

In the last column of the Contacts Table is a dropdown menu. Click on it to view the available options:

View Details: Opens the Contact's record to show more
Delete: Deletes the Contact from the Contact List

Be mindful when you delete a record as deletion of records cannot be undone!

Adding Contacts

Step 1: Navigate to Contacts Module Click the ADD CONTACT button at the top

Step 2: Choose to add a single Contact or multiple Contacts If you want to add a single Contact, follow the instructions provided in the prompts.

Step 3: Fill in the required information Fill in the Contact's information in the form provided.

Step 4: Review and press ADD Once you have filled in the form, review the information and click ADD.

Automations and automatic contact assignments will not be applied to Contacts added from the Contacts Module

Searching for Contacts

If you wish to search for a particular Contact, input your query in the search box. The search query can comprise any of the following fields:

Name
Channel
Email
Phone
Tags
Custom fields

Filtering Contacts

You can view a list of Contacts that fulfill a set of criteria by applying filters.

Step 1: Click the filter icon

The filter drawer will open on the right when the icon is clicked.

Step 2: Specify the filters

The following are criteria that can be filtered:

Contact Fields
- Standard contact fields (e.g. First Name, Country)
- Assignee
- Conversation Opened Time
- Contact Creation Time (Created At)
- Last Interaction Time
Channels
Contact Tag
Last Interacted Channel
Time Since Last Incoming Message
Contact fields manually created in the Workspace

Tips: Nested conditions are now supported. These refer to a group of condition statements contained within the definition of a primary condition.

Step 3: View results

Filters are updated in real-time and will be immediately reflected in the results.

For an unfiltered view of your Contacts, click CLEAR at the bottom right of the filter drawer.

Tips: You can save and apply filters perpetually in a Custom Inbox, which would only display Contacts who fulfill a defined set of criteria. Find out how to do this below.

Step 4: Save New Custom Inbox

This step is optional. You can create a Custom Inbox that filters Contacts based on selected filter options. To do this, click on the SAVE NEW INBOX button at the bottom left of the filter drawer.

Name your new inbox and click SAVE.

Exporting Contacts

Only Owners and Managers with no such restrictions can perform this action

If you wish to export the Contacts in the Inbox, you can do so by selecting an export option from the Actions menu. You can export your Contacts in a CSV file.

Customizing Columns

The columns shown in the Contacts Table can be customized depending on your needs. Select Customize Columns from the Actions menu to do this.

Indicate via the checkboxes which columns you wish to display in your Contacts Table.

The column display will automatically update and reflect your selections.

The Name column is required and cannot be deselected

Selecting Multiple Contacts

Select the Contacts you want by checking the box to the left of their respective names in the Contact row, or selecting all Contacts after applying the desired filters.

You can then perform the below actions.

Delete Multiple Contacts

Only Owners and Managers with no such restrictions can perform this action

Step 1: Select multiple

Contacts Select the Contacts you want to delete.

Step 2: Click DELETE

Click on the DELETE button beside the Contact View Selector.

Step 3: Confirm Deletion

Confirm the deletion of the selected Contacts by clicking DELETE when prompted.

You can only delete 500 Contacts at a time.

Assign Tags to Multiple Contacts

Step 1: Select multiple Contacts

Select the Contacts you want to tag.

Step 2: Click Assign Tags

Click on the ASSIGN TAGS button beside the Contact View Selector.

Step 3: Input the tags

Key in the desired Tags and click ADD TAGS to assign Tags to the selected Contacts

You can only assign Tags to 500 Contacts at a time.

Merge Contacts

Step 1: Select two Contacts

Select the two Contact profiles you want to merge

Step 2: Click Merge Contacts

Click on the MERGE CONTACTS button beside the Contact View Selector

Step 3: Compare Contact Profiles

Review the profiles you would like to merge and select the appropriate values to retain for the merged Contact

Step 4: Review and Merge

Once you have reviewed the Contact profile, click MERGE CONTACT to merge both profiles.

When you merge two Contacts, all Channels, Messages, Events and Comments associated with each profile will be consolidated into the merged profile. You will have a holistic view of the Contact and their interactions with the platform.

Conversations closed by merging Contacts will NOT trigger a Workflow