Merge Contacts Feature (From Multiple Channels)
complete
Jerry (CEO)
The "Contact" is one of the most important entities of a CRM and It is a key for businesses to manage their customer relationship. However, contact management plays a part in a CRM where information and conversations related to a contact is stored and retrieved when necessary.
This feature, Contact Merge will contribute to the contact management where we will consolidate all information and conversations relating to a contact to enable the following use cases :-
a.
As a user, I want to be able to merge a new conversation to an existing contact so that I can have a holistic view of a contact
User wants to see the full picture (all conversations) between that contact and the company, often contacts send same request on many channels and several agents end up working on the same request.
b.
As a user, I want to move the conversation from one channel to another (e.g. from webchat to gmail)
User wants to move the conversation from one closed channel to an open one (e.g Whatsapp after 24 hours to Telegram), similarly a user would want to move the conversation from a paid channel to a free one (e.g. SMS to EMAIL).
c.
As a user, I want to start the conversation with a new contact via available channels
User wants to be able to initiate conversations with new contacts via the connected channels within the space. If the messaging channel is invalid or gives an error, the user can still send the messages via another available channel.
Mei Wei
complete
Having issues with the same contact on multiple channels? Contact Merge can resolve duplicate contact issues where you can merge multiple contacts to consolidate the details, conversations and events to have a holistic view of a contact.
- Redesigned Contact Details Drawer
- Improved Activity Tab
- New Channels Tab
- Redesigned Messaging Bar
Refer to the documentation here : https://docs.respond.io/contacts#merge-contacts
Mei Wei
Hello voters,
The Product team made a lot of progress with this feature and we would like to share it with all of you to get some feedback. As mentioned above, we will be covering three main use cases in this feature. I will be including some mockups and the prototype link for each use case. Please do provide some constructive feedback so we can be sure to provide a better experience for our customers.
Disclaimer: The mockups and prototypes are used to explain the user experience and the flow for each use case. The final product may not look the same and maybe improved during development.
There are pointers in the prototype links to guide you through the flow.
As a user, I want to be able to merge a new conversation to an existing contact so that I can have a holistic view of a contact
As a user, I want to move the conversation from one channel to another (e.g. from webchat to Gmail)
As a user, I want to start the conversation with a new contact via available channels
We are also improving some of the components in this feature. You can check out the following:
Improved Contact Details Drawer
Improved Messaging Bar
Jerry (CEO)
in progress
Jerry (CEO)
Merged in a post:
can we change WhatsApp Channel names to standard name
Support Team
can you change WA channel name to standard name "WhatsApp" . no need to show it's API name such as Chat API , ....etc
as we are reseller
please advise
Jerry (CEO)
Merged in a post:
Link contacts from different channels
Support Team
Could you add feature for agent to link same contacts profile from WhatsApp, Messenger , Twitter ...etc
and if the same mobile used in these profiles, it will be great to link them automatically
and add screen to view contact messages using tab for each channel , so the agent can navigate all contact history from same screen
thanks
S
System Admin
ETA?
Jerry (CEO)
System Admin: hey Eddy, it's a rather complex operation, but we are making good process in this direction. We estimate we will be releasing the first couple of
merge contacts
features in Q4 this year.Alexander
Is this the same?
It is similar to AirMessage and GoogleMessenger:
Usual is the read and write within the messenger, but if the other one has no account, then SMS is used. Same can be applied:
All messengers combined:
If chat-partner has whatsapp --> Send on Whatsapp
If chat-partner has no Whatsapp --> Use next on the list. for example line
If chat-partner has no line --> Use next on the list. for example viber
.
.
.
For the inbox: I have my contacts combined already.
I get a message via Whatsapp or Line or viber or ... and it is simply put in the same chat because the chat is tagged to the name of the contact, but it is just one chat where the messengers are combine and linked to a person.
Jerry (CEO)
Merged in a post:
Track contact across channel
N
Nafiur Rahman
Is there any chance we can expect a tracking system with RB? e.g. when a contact (with email collected) leaves a conversation on messenger.com and then visits our site, then the live chat on site can track the contact and store his on-site activities?
Jerry (CEO)
Yes, this will be part of our merge contact project :)
N
Nafiur Rahman
Jerry (CEO): To be more clear: When the merge contact feature is live, are we going to merge contacts manually or automatically? By "on-site activities" I wanted to mean that we should be able to track the visitor of our site according to his pageviews etc. Is that possible?
Jerry (CEO)
Nafiur Rahman: we currently have a feature that allows you to see the behaviour of your website visitors after they have started a conversation on your website widget. but to make the connection between the website widget contact and a facebook messenger contact, you will see have to wait for the merge contact feature. Let me know if this helps!
A
Attention Chat
"We still need to decide what happens if 2 contacts have conflicting Custom Field, one will have to overwrite the other." In this case, it can be left inside the manual contact fusion. The user or client administrator would make the decision which field should prevail.
Load More
→