Contacts

General

In this tab, you can view and edit general contact information such as email address, surname, first name, etc.

Update contacts

  1. Click on “Search” > “Contacts” in the menu on the left. A new window will open.
  2. Select “Tenants” in the filter section and click in the empty area at the bottom. A list of contacts will appear.
  3. Click on the contact you wish to edit. A new window containing the contact details will open.
  4. Enter the changes in the fields.
  5. Click the “Save” button to save the changes.

Create contacts

  1. In the menu on the left, click “Search” > “Contacts”. A new window will open.
  2. In the filter area, select “Tenants” and click in the empty area at the bottom. A list of contacts will appear.
  3. Click on any contact. A new window with the contact details will open.
  4. Click on the “New” button at the top.
  5. Fill in the “Name”, “Tenant” and (optional) “External ID” fields.
  6. Click the “Save” button to save the changes.

The new contact now appears in the contact list. To add further information about the contact, proceed as described under “Update contacts”.


Clicking a name – here: “Ovo Becker” in a search result or the like displays this new contact view.

Linked Contacts

The list shows all associated contacts. Several contacts may be joined to see the overall customer journey and to avoid duplicates.

Automatic merging of contacts

Basically, depending on the input channel, the selected contact option (e.g. email address) is searched for an existing contact with the same contact option. If there are hits, the incoming messages are automatically assigned to the contact.

The buttons above the list offer the possibility to find further contacts via the search and to link them to this contact. Already linked contacts can also be unlinked from this contact.

Journey

The complete correspondence of this and all linked contacts.

Page Contacts

See Journey for further information.

Individual Settings

Custom settings are freely definable data fields that can be stored on the contact. Currently, they can only be filled through a connection to a CRM system or the knowledge base when receiving a message. So this is a read-only view.