External Contacts Management

External Contacts Management provides tools that let you store and find information about people outside your organisation, such as names, email addresses, and phone numbers.

It also lets your track all your company's interactions with these external contacts.

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External Contacts vs Contacts

In terms of managing people outside your organisation, External Contacts and Contacts have the same features and functionalities.

However, when uploading and downloading, editing or deleting external contacts in bulk, we recommended that you use External Contact Management located in your Dashboard - Contacts Management menu.

Meanwhile, the Contacts located in your Workspace (Dashboard and App) is best when adding, searching, editing, and removing individual contacts. More so, when making outbound calls or sending an SMS text to them.

You can view your contacts by category (e.g., External Contacts, Internal Contacts) and keep their information up-to-date.

 

Creating New External Contacts

Manually Add

To manually create an external contact

  • From the navigation menu, go to Contact Management > External Contacts then click on Create New Contact located at the top of the screen.

External Contacts

  • A Create New Contact pop-up window will appear.

Quick Create New Contact

  • On the Type dropdown list, select any of the following values:

    • Lead (default selection)
    • Prospect
    • Customer
    • Other
  • On the Level dropdown list, select any of the following values:

    • Primary (default selection)
    • Secondary
    • Tertiary
  • Fill out or select the appropriate values for the following fields:

    • First Name
    • Last Name
    • Country Code
    • Mobile number
    • Email address
  • Select the radio button Save and create new to save the entered details and create a new Contact without leaving the screen.

  • To view and fill out additional contact details, click on More Details.

Advanced Create New Contact

The window will display the following:

  • Personal Information

    • First Name
    • Last Name*
    • Type
    • Level
    • Company
    • Job Title
    • Department
    • Birth Date (in MM/DD/YYYY format)
    • Language (select from the dropdown list)
      • English
      • Italian
      • Thai
      • Simplified Chinese
      • Traditional Chinese
    • Group
  • Contact Number

    • Mobile
    • Work
    • Home
    • Other
  • Contact Email

    • Email
    • Other Email
  • Contact Address

    • Street
    • City
    • State
    • ZIP code
    • Country
  • Social Messaging

    • Facebook
    • WhatsApp
    • WeChat
  • Click on Create. The newly created external contact will be added to your External Contacts List.

 

Importing Contacts

  • From the navigation menu, go to Contact Management > External Contacts, then click on Import located at the top of the screen.
  • On the Import window that will pop out, download and open the CSV template file.
  • Open the downloaded CSV template file and remove the sample first record.

  • Add your Contacts according to the following guidelines:

    • Last Name is a mandatory field
    • Phone numbers should start with a "+" followed by the country code, area code, and phone number (e.g., +85212345678)
    • Email addresses should have a valid format (e.g., [email protected])
    • Birthdate format should be MM/DD/YYYY (e.g., 12/14/1980)
    • Language value should be in any of the following: English, Italian, Thai, Simplified Chinese, and Traditional Chinese
    • The country value should be in any of the country names listed in https://www.iban.com/country-codes
    • Contact Type value should be any of the following: Lead, Customer, Prospect, or Others. When left empty, the Contact Type value is automatically set to Lead.
    • Contact Level value should be any of the following: Primary, Secondary, or Tertiary
  • Save the updated CSV file.

  • Upload the saved CSV file. Back on the Import pop-up window, drag and drop the saved CSV file into the window.

    • You may also click on Browse from the pop-up window, then locate and select the CSV file from your folder.
  • A message will display the number of records that were successfully imported, as well as the number of records that failed.

 

Handling Failed Records

For example:

4 record(s) out of 7 record(s) successfully uploaded and added to your Contact list.
3 record(s) failed with the following error details. Please download the error records, fix them, and upload again.

  • On the pop-up window, click on Download to download the file ErrorDetail.csv.
  • Click on Cancel to close the pop-up window.
  • Open ErrorDetail.csv and check the error details in column AA. Each record will show an error log.
  • Correct the details for each record directly on ErrorDetail.csv and save the changes made.
  • Back on the Import pop-up window, upload the updated ErrorDetail.csv file by dragging and dropping the file into the window.
    • You may also click on Browse from the pop-up window, then locate and select the CSV file from your folder.
  • A message will display the number of records successfully imported, as well as the number of records that failed.

 

Searching External Contacts

  • You can search for individual contacts by typing in their Contact Name or Email Address in the search bar.

Export External Contact

To export external contacts into a CSV file:

  • From the navigation menu, go to Contact Management > External Contacts, then click on Download located at the top of the screen.

The file Contact.csv file will be downloaded into your default Downloads folder. This CSV file contains the external contact records you created and shared with you.

 

External Contact Details

  • On the External Contacts page, click on an external contact's name or click on the vertical ellipsis ( ) icon and select View Contact.
  • The External Contact Details has the following tabs:
    • Profile
    • Activity
    • Contact Sharing
    • Change Log

 

External Contact Profile

The Profile tab has the Personal Information entered by the external contact on the pre-chat form or offline support form or manually entered by the staff member.

  • Phone Numbers
  • Personal Information
    • First Name and other first names selected from merge contact (if any)
    • Last Name and other last names selected from merge contact (if any)
    • other personal information
  • Email Address
  • Social Messaging
    • Facebook
    • WhatsApp
    • WeChat

🚧

You cannot edit verified phone numbers and social media IDs.

External Contact Profile Information

 

Editing External Contact Profile

  • On the External Contacts page, click on a Contact Name or click on the vertical ellipsis ( ) icon and select View Contact. The Contact Details will then display four categories.

  • Under the Profile tab, click Edit Information to enable the editing mode.

Edit Contact details

  • Enter the details you would like to add or update in the contact's profile.

  • Click on Save.

 

Activity

The Activity tab has the Enquiry History, Engagement, and Journey sections, which are separated into three columns:

Section

Description

Enquiry History

Lists all the enquiries made by the External Contact (closed and ongoing ones).

Engagement

Lists all the outbound calls and SMS sent by the staff member to the External Contact.

Journey

Displays the pages visited by the External Contact on the website.

Activity Details

A closed enquiry is a blue-coloured hyperlink. Clicking on it opens the enquiry's chat conversation history.

View of chat conversation from Enquiry History

 

Contact Sharing

The Contact Sharing tab has information on the External Contact's owners. It also indicates when was the contact created.

Sharing

 

Change Log

The Change Log tab has details regarding the updates made to the External Contact. It displays the last five records.

Change Log

 

Merging External Contacts

If you have duplicate contacts for the same person, you can merge them.

To merge contacts:

  • On the External Contacts page, search and click on a Contact Name or click on the vertical ellipsis ( ) icon and select View Contact for the contact you want to merge.
  • On the Profile tab, click Merge to Contact button. A pop-up window will show for the list of Contacts that could merge with
  • Search and choose for the contact to merge
  • Click the Next button. It will display two contacts information. The first selected contact will be the Master Contact to be kept the second contact records merged.
    These contacts may contain different details. You may keep the old and copy the new records or replace them with the new ones.
  • Select for the records you want to keep and replace
  • Click the Merged button to complete the steps. Once completed, it will display a toast message "Contact Merged".
    The Contact's Profile updated with what has selected to be kept and updated.

Merge two contacts

All activities and enquiries will be merged and viewed on just one page for merge contacts.

For more details about merge contacts and merged rooms view, see Merging Contacts section of this Guide.

 

Sharing External Contacts

As an owner or a staff administrator, you can share External Contacts with your fellow staff members.

  • On the External Contacts page, click on the vertical ellipsis ( ) icon and select Share Contact.

Share a Contact

  • On the Contact List page that will be displayed, select the staff member(s) you wish to share the External Contact's details with.
  • Click on Share. A pop-up message will appear, asking you to confirm the action.

Share a Contact Confirmation

  • Click on Confirm.

 

Transferring External Contact Ownership

As an owner or a staff administrator, you can transfer your External Contact ownership to a fellow staff member.

  • On the External Contacts page, click on the vertical ellipsis ( ) icon and select Transfer Ownership.

Transfer Ownership

  • On the Contact List page that will be displayed, select the staff member you wish to transfer your External Contact's details.

  • Click on Transfer.

Transfer Ownership

 

Deleting External Contacts

As an owner or a staff administrator, you can delete External Contacts.

  • On the External Contacts page, click on the vertical ellipsis ( ) icon and select Delete Contact. A pop-up message will appear, asking you to confirm the action.

Delete a Contact

  • Click on Delete.

Delete a Contact Confirmation

Updated 2 months ago


External Contacts Management


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