Contact Details

The more contact details you have, the better insights you have while responding to them.

Accessing Contact Details

  1. Contact Profile You can retrieve each contact's details by clicking on their name or profile picture.

  2. View Details from Contact's menu For each record in the Contact's table, there is a menu where you can select to view contact details.

Contact Fields

Each contact has a specific set of fields that describes them and helps to provide context to the users while assisting them with their queries.

Standard Fields

Fields

Type

Description

Editable

Contact Profile

-

The profile picture and display name are obtained from the channel where the user interacted.

-

Country

Country

A representation of where the contact is originated from

-

First Name

Text

Contact's first name that can be sourced from the channel or manually updated

Last Name

Text

Contact's first name that can be sourced from the channel or manually updated

Email Address

Email Address

Contact's email address that can be sourced from the channel or manually updated

Phone Number

Phone Number

Contact's phone number that can be sourced from the channel or manually updated

Assigned To

Dropdown

The current assignee of whom the contact was assigned to

Status

Dropdown

The current indicating status of the contact

A contact's country is populated during contact creation. When a contact is created, the country will be derived by the phone number provided by the channel. If the phone number is absent, the locale provided by the channel will be used to populate the contact's country. Once this field is populated, it doesn't get updated anymore.

Custom Fields

The custom fields configured in the space will be shown in the contact details too. The value for the custom fields can be updated according to its respective field type.

Tags

Lastly, the tags assigned to this contact will be visible at the bottom of the details view.

Tags are primarily used to organize users and it can later be used to filter contacts for other purposes such as broadcast or contact views.

You can make changes to the tags by adding and removing them from the field.

Adding a tag

To add a tag, type into the field of the desired tag. The field will suggest the existing tags that match your type query. You can select one of the existing tags or else, you can just create a new tag by hitting the Enter key.

Removing a tag

When a tag is no longer relevant to a contact, you can remove it from the contact by pressing on the of the tag.

Tips: Standardize the terms used for tagging and keep the number of tags on each user to a minimum and relevant. Tag pollution is bad.

More Actions

This menu is accessible at the top right of contact details by clicking on

View Messages

This option will redirect you to the Messaging Module and show the messages with the particular contact.

Delete Contact

If this contact is no longer relevant to the space, the contact can be deleted from the space. When you delete a contact, all messages associated with the contact will be deleted too.

Be careful when you delete a contact as it might contain useful information. Bear in mind that this deletion cannot be undone!