External Contacts Management

External Contact Management provides tools that let you store and find information about people outside your organization, 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 Management vs Contacts

These two are just the same in terms of managing people outside your organization.

For bulk upload/download or edit or delete of contact, we recommended taking these actions under External Contact Management.

For quick add, search, edit, or remove of contact through Contacts is the best way to handle this.

Creating New External Contacts

To manually create an External Contact

  • Go to Contact Management > External Contacts, then click on Create New Contact located on top of the screen.

External Contacts

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

Quick Create New Contact

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

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

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

    • i. First Name
    • ii. Last Name
    • iii. Country Code
    • iv. Mobile number
    • v. Email address
  • To view and fill out additional Contact details, click on Advanced.

Advanced Create New Contact

The window will display the following:

  • i. Personal Information

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

    • Mobile
    • Work
    • Home
    • Other
  • iii. Contact Email

    • Email
    • Other Email
  • iv. Contact Address

    • Street
    • City
    • State
    • ZIP code
    • Country
  • v. Social Media

    • Facebook
    • WhatsApp
    • WeChat
    • Twitter
    • LinkedIn
  • Select the radio button Save and create new to save the entered details and create a new Contact without leaving the screen.
  • Click Create. A message that the Contact Details have been successfully created will be displayed.

Importing Contacts

  • Go to Contact Management > External Contacts, then click on Import Contact located on top of the screen.
  • On Import Contact page that will be displayed, download and open the CSV template file.
  • On the CSV template file, remove the sample first record .

  • Add your Contacts according to the following guidelines:

    • i. Last Name is a mandatory field
    • ii. Phone numbers should start with a "+" followed by the Country Code, Area Code, and then the phone number (e.g., +85212345678)
    • iii. Email addresses should have a valid format (e.g., [email protected])
    • iv. Birthdate format should be MM/DD/YYYY (e.g., 12/14/1980)
    • v. Language value should be in any of the following: English, Italian, Thai, Simplified Chinese, and Traditional Chinese
    • vi. The country value should be in any of the Country Names listed in https://www.iban.com/country-codes
    • vii. 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.
    • viii. 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 Contact page, drag and drop the saved CSV file in the pop-up window. You can also click 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 Download to download 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 Contact page, upload the updated ErrorDetail.csv file by dragging and dropping the file in the pop-up window. You can also click 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.

Searching External Contacts

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

Exporting External Contacts

  • To export External Contacts into a CSV file, go to Contact Management > External Contacts, then click on Download Contact located on top of the screen.

  • The file Contact.csv file will be downloaded onto your default Downloads folders. This CSV file contains the External Contact records you created and shared with you.

External Contacts Details

View External Contact details

  • On the External Contacts window, double-click on a Contact Name or click on the 3-dot-menu and select View Contact. The Contact Details will then display four categories.
  • The External Contact Details has the following categories:
    • Profile
    • Activity
    • Contact Sharing
    • Change Log

Profile

The Profile has the Personal Information entered by the visitor on the Pre-chat Form or Offline Support Form or manual entry from the Staff member
Also, Activity such has Inquiry History, Site Journey, Engagement (Outbound Call and SMS send by the Staff Member), and Note added by the Staff members.

External Contact Profile Information

Activity (Inquiry History, Engagement, and Visitor Journey)

The Activity has the Inquiry History, Engagement, and Journey sections separated into three columns.

SectionDescription
Inquiry HistoryThe inquiry history is a section of Activity that lists all the inquiries made by the visitor (closed and ongoing ones).
EngagementThe engagement is a section of Activity that lists all the outbound calls and SMS sent by the Staff member to the visitor.
JourneyThe visitor journey is a section of Activity that displays visited pages of the visitor on the website.

Activity Details

A closed inquiry colored in blue with a hyperlink to the chat conversation history. Click on it to open the chat conversation history.

View of chat conversation from Inquiry History

Contact Sharing

The Contact sharing has information of the owners including when was the Contact created.

Sharing

Change Log

The Change Log has the information regarding the updates made to the Contact, it will display the last five records.

Change Log

Edit External Contact details

  • On the External Contacts window, double-click on a Contact Name or click on the 3-dot-menu and select View Contact. The Contact Details will then display four categories.

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

Edit Contact details

  • Enter the details would like to update in the profile details of the Contact

  • Click Save. A message that the Contact Details have been successfully updated will be displayed.

Sharing External Contacts

As an owner and Staff with an administrator role, you can share your contacts with your fellow Staff members.

  • On the External Contacts window, click on the 3-dot-menu and select Share Contact.

Share a Contact

  • On the Contact List page that will be displayed, search, and select for the staff member you want to share your Contact.
  • Click Share.
  • A pop-up page with confirmation will display to confirm the sharing of Contact.

Share a Contact Confirmation

  • Click Confirm. A message that the Contact has been successfully shared will be displayed.

Transferring External Contact Ownership

As an owner and Staff with an administrator role, you can transfer the ownership of contact to your fellow Staff members.

  • On the External Contacts window, click on the 3-dot-menu and select Transfer Ownership.

Transfer Ownership

  • On the Contact List page that will be displayed, search and select for the staff member you want to transfer your Contact.

  • Click Transfer. A message that the Contact has been successfully transferred will be displayed.

Transfer Ownership

Deleting External Contacts

As an owner and Staff with an administrator role, you can delete Contacts.

  • On the External Contacts window, click on the 3-dot-menu and select Delete Contact.

Delete a Contact

  • A pop-up page with confirmation will display to confirm the deletion of Contact.
  • Click Delete. A message that the Contact successfully deleted will be displayed.

Delete a Contact Confirmation

Updated about a month ago


External Contacts Management


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