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How to Manage Contacts
Introduction to Comm100 Contact Management

Contact management is essential to managing customer relationships effectively. To help businesses personalize interactions with their customers, Comm100 provides contact management to collect and organize contacts. With Comm100 contact management, you can collect and manage contacts from Live Chat, email, SMS, and social channels such as Facebook and Instagram. Contact field customization allows you to organize the customers using information specific to your business requirements. With organized contact information, you can send personalized messages to customers and automate sending messages to target customers.

This article introduces the operations to manage contacts and contact fields.

Managing contacts

You can create, edit, delete, import, and export contact data in the contact management system.

Note: Be careful when deleting contacts. After a contact is deleted, you cannot follow up on the tickets or outreach campaigns related to the contact. The history messages are not deleted.

Creating a Contact

To create a contact, follow these steps:

  1. Log in to the Comm100 Control Panel.
  2. From the left navigation menu, go to Contact Management > Contacts. The Contacts page appears.
    contactmenu.png
  3. Click New Contact on the top toolbar.
  4. Enter the contact’s information.
    • Contact name is required. Different contacts can have the same name.
    • The contact’s account in different channels (such as email, SMS, Facebook, Twitter, WhatsApp, Telegram, WeChat, Line, and Secure Messaging) are identity fields. When adding a contact, one of the identity fields is required.
    • You cannot create two contacts with the same identity information, for example, the same email address.
  5. Click Save.
    The contact appears in the list after your changes are saved successfully.

Importing Contacts

If you have an existing file containing contact information, you can import the file to add the contacts to Comm100.

To import contacts from a file, follow these steps:

  1. Log in to the Comm100 Control Panel.
  2. From the left navigation menu, go to Contact Management > Contacts. The Contacts page appears.
  3. Click Import Contacts on the top toolbar.
  4. Download the sample file and edit your file according to the format.
    importcontact.png
  5. Upload your file.
  6. Choose the way to process duplicate contacts. A contact is deemed duplicate if one of the identity fields is the same as an existing contact t. For example, if the email address of an imported contact is the same as an existing contact, the two contacts are deemed duplicate.
    • Merge: The empty fields of existing contacts are updated. The existing fields remain unchanged. 
    • Skip: The existing contact information remains unchanged.
    • Replace: The imported contact information completely overwrites the existing data.
  7. Click Import.
    The page shows the import results after the import is completed. 

Exporting Contacts

You can download the contact data to the local file system for backup or future reuse.

To export contacts, follow these steps:

  1. Log in to the Comm100 Control Panel.
  2. From the left navigation menu, go to Contact Management > Contacts.
  3. Choose the following methods to export contacts:
    • To export all contacts, click Export All on the top toolbar.
    • To export part of the contacts, select the contacts first, then click Export Selected.
    exportcontact.png
    The contact data is saved in an XLSX file on your local file system.
Creating a Contact Field

Contact information is stored in contact fields. Comm100 contact fields include system fields and custom fields.

In the fields list, fields are marked with different letters. contactfield.png

  • Letter S represents a system field. System fields cannot be deleted. Only part of the field information can be edited.
  • Letter represents a custom field. You can create, edit, or delete custom fields to track your contact information better.
  • Letter I represents an identity field. All identity fields are system fields. At least one of the identity fields is required when creating a contact. 

To create a custom contact field, follow these steps:

  1. Log in to the Comm100 Control Panel.
  2. From the left navigation menu, go to Contact Management > Fields. 
    The Fields list shows pre-built fields. 
  3. Click New Field, and enter the following field information.
    1. Select data type.
    2. Provide field name, length, help text, and default value.
    3. (Optional) Turn on the toggle keys: Visible, Required, and Read only. The meaning of field settings are as follows:
      • Visible: Visible fields appear when creating contacts. If you do not need a prebuilt field, turn off the Visible toggle to hide it.
      • Required: Required fields indicate the information is required when creating a contact.
      • Read only: Read-only fields indicate the information cannot be changed after a contact is created.
    newfield.png 
  4. Click Save.
    The field appears in the list after your changes are saved successfully.