What is a contact?
A contact is an individual record for your customers.
Each contact must have an email address to be added into the platform. This will act as the key identifier for that individual.
Contacts are stored per team. This means that every team has its own collection of contacts. For example; Team A might have a contact with the email address ‘[email protected]’ and Team B might also have a contact with the same email address. A user with access to just one of those teams will only see the contact once. However, a user with access to both Team A and Team B will see the contact twice.
View an individual contact
To view an individual contact, click on the ‘Contacts’ tab on the top panel.
This takes you to the Contacts main page.
To find the contact you’d like to view, you can look through the list or search for an individual contact by using the search bar on the left-hand side.
Once you’ve found the contact, hover over them and you’ll see three dots appear on the right-hand side.
When you click on the three dots, 3 options appear in a dropdown underneath.
Click on ‘Profile’.
You’ll now see the contact’s profile.
You can view all conversations with the contact by clicking ‘View conversations’.
On here, you can also see a timeline of all survey correspondence.
On the left-hand side, you can see the contact’s status.
This can be edited by Admin users. Manager, Supervisor and Agent users cannot edit a contact’s status.
Underneath that, you can edit the contact.
This can only be done if you’re an Admin, Manager or Supervisor user. Agent users cannot edit contacts.
To head back to the Contacts main page, click ‘Back to contacts’.