How to Manage Contacts in Ticketing & Messaging

In Comm100 Ticketing & Messaging, Contact is a visitor's identity with whom your agent communicates. Typically, sending or receiving information. Having a Contact helps you to track and manage the complete communication history of a Visitor.

A Contact can have multiple identities in each social channel. These identities are called Contact Identity. For example, a Contact can have an Email identity and a Facebook identity at the same time.

The table lists the Contact Identity associated with their social channels. Let's take the following example.

Channel 

Contact Identity

Email

An email address. For example, shelay0005@165.com 

Facebook

A unique identity string. For example, Tao Shelay

Twitter

A unique identity string. For example, FuchunS

WeChat

A unique identity string. For example, Shel01

SMS

A phone number. For example, 1234666666

WhatsApp

A unique WhatsApp number. For example, 8613958006596

 kb-cnt-01.png

 

Manage Contacts

Comm100 Ticketing & Messaging allows you to manage Contacts based on your scenario. From the Agent Console, you can perform the following actions on Contacts:

 

Create Contact

Comm100 Contact system auto-creates Contact if the visitor's message is from Email or Social channels. However, in the following scenarios, you will need to convert the Visitor to a Contact manually: 

  • You receive a message from Offline Message or Chat channel, and the Visitor is not a Contact yet.
  • You receive a message from a new Visitor, but this Visitor has the same identity as an existing Contact.

Scenario A: You receive a message from Offline Message or Chat channel, and the Visitor is not a Contact yet

If you receive a message from Offline Message or Chat channel, and the Visitor is not a Contact yet, you need to convert the Visitor to a Contact before sending out your reply. You will see a message and the Create New Contact button under the Contact tab to create a new Contact.

To create a new Contact, follow these steps:

  1. On the Contact tab, click Create New Contact.kb-contact-09.png
  2. Fill in the New Contact form with the necessary details.kb-contact-10.png
  3. Click Save.

In another case, you must first convert the Visitor to a Contact while replying to a ticket. You cannot send your reply unless the Visitor gets converted to a Contact.

To convert the Visitor to Contact while replying to a ticket, follow these steps:

  1. In the Reply area of the conversation pane, type a reply and click Send.kb-cnt-03.png

    A Convert Visitor to Contact pop-up appears.
  2. Click OK.kb-cnt-04.png
  3. Both reply and Contact are created successfully.kb-cnt-05.png

Scenario B: You receive a message from a new Visitor, but this Visitor has the same identity as an existing Contact

If you receive a message from a new Visitor, but this Visitor has the same identity as an existing Contact, you will see a message and the Add button under the Contact tab. The message notifies you to verify the Contact Identity and update to an existing Contact.

Note: Comm100 Contact system uses a cookie to identify whether it is the same Visitor or different. By different Visitor, Comm100 presume that the Visitor may have cleared the web browser cookie or used a different browser.

To update an existing Contact with a Contact Identity, follow these steps:

  1. On the Contact tab, click Add.kb-contact-01.png
  2. The Visitor is added to an existing Contact.kb-contact-02.png

 

Edit Contact

Once a Contact is stored in the Comm100 Contact system, you can make the necessary update to the Contact by editing their associated information, such as are Name, Email, SMS, Alias, Description, Title, Company, Phone, Fax, Address, City, and State/Province.

To edit a Contact, follow these steps:

  1. On the Contact tab, click Edit Contact.kb-contact-15.png
  2. Make necessary updates to the Contact fields and click Save.
    kb-contact-16.png
    Contacts are saved successfully with updated information.
    Note: If a Contact has several tickets, then the information change is automatically implemented to all the tickets.
    kb-contact-17.png

 

Change Contact

There could be a scenario where you may need to exchange ticket updates with a different Contact. Comm100 enables you to choose an existing Contact from its Contact system as the Contact of the ticket.

To change a Contact, follow these steps:

  1. On the Info tab, click the Change Contact.kb-contact-18.png

    The Change Contact pop-up appears.
  2. Choose an existing Contact from the list as the Contact of the given ticket.
  3. Click OK.kb-contact-08.png
  4. Click Save.kb-contact-19.png

    The Contact is changed successfully.

 

Merge Contacts

If you try to edit a Contact Identity of a Contact, which is already mapped to another Contact in the Contact system, then Comm100 will not allow you to save it as a duplicate Contact. Instead, you get a message on the Contact tab to merge it into an existing one.

To merge the Contacts, follow these steps:

  1. On the Contact tab, click Views Contact Details.kb-contact-11.png

    A Duplicate Contacts pop-up appears.
  2. Click Merge to move the current Contact Identity to an existing Contact.kb-contact-12.png

    A Merge Contacts message appears.
    Note:  Contacts, once merged, cannot be undone.
  3. Click Merge to confirm your action.kb-contact-13.png

    Your Contacts are merged successfully.kb-contact-14.png

 

Contact Views

To quickly locate and categorize the Contact messages that are from a specific Contact, you can create a View using the Contact Identity as the condition.

kb-contact-07.png