Contact Details

Upon opening a conversation, the contact details can be located on the right-hand side of the page. This section displays essential information such as the contact's name, phone number, and email address. Furthermore, it provides access to other elements like tags, Do Not Disturb (DND) settings, active campaigns or workflows, and opportunities.

To view all of the contact details, including form/survey submissions and notes, click on the circle icon at the top of the contact card on the right-hand side of the page. This will take you to a new page where you can view all the details of your client and have additional fields where you can add customer information.

To view or change a client's details, just look to the right of your conversation on the page. You'll find the customer's name, contact number, and email address there. Simply click on the desired field to edit it. Alternatively, you can choose who from your team should be in charge of them by clicking "Assign to" under their name and then selecting a team member from the dropdown list that appears.

To add tags to a customer's details, simply click on "Add Tags” under the customer's email on the right-hand side of your screen. Start typing in the tag you'd like to add, and if it already exists, it will appear in a drop-down beneath what you typed in. If the tag doesn't exist yet, hit the plus icon next to the desired tag, and it will be added to your tags list.

To set up Do Not Disturb on channels of your choosing, just click the blue "Configure" button underneath DND on the right-hand side of the page. You can choose to block all channels or pick some specific ones that the client doesn't want to use for communication.

You can view the workflows and campaigns the contact is currently in under the Active Campaigns/Workflows. If the contact is not currently active in a workflow or campaign, there will be nothing showing here. You can add the contact to a workflow or campaign by clicking on the “+ Add” button. A pop-up will appear for you to fill in the appropriate details.

You can also perform certain actions, such as creating a new opportunity for this contact or scheduling them into an appointment, all while having a conversation with them!

You can view current and previous opportunities for the contact where it says Opportunities in the contact card under Active Campaigns/Workflows. This will allow you to easily track where your customer is in your pipeline. If you would like to edit the current opportunity, click on the edit icon that looks like a pencil in a square. This will open a pop-up where you can view and update the opportunity. Additionally, if you would like to remove an opportunity from the customer, you can click on the red Delete button on the bottom left of the Edit Opportunity pop-up.

Create New Opportunity

To book an appointment for a selected client, click the blue "Book Appointment" button at the bottom of their contact card on the right side of your screen. A pop-up will appear, and you can fill out the desired details. First, choose the team calendar you'd like to assign it to, then pick the property timezone, date, and time slot. To set custom start and end times, click the "Custom" button in the Slot dropdown. Enter a title for your meeting, and if you want to add a description or notes for it, click on Show Notes under Appointment Title. Also, you can select a Calendar Default or Custom location from "+ Additional Preferences". If it's Calendar Default, pick Confirmed or Unconfirmed from the Appointment Status dropdown. Otherwise, fill in your meeting location as well as choose Confirmed or Unconfirmed from request status.

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DND is also known as "Do Not Disturb". It allows you to remove a contact from one or all communication channels.

If the integrations (FB, SMS, Calls, Emails, GMB, WhatsApp) exist and are functional, they’ll get enlisted as channels that Users can either enable or disable independently or altogether at once.

If the Integrations drop or are disconnected, please continue to reconnect. Once reconnected, the previous state in which the contact DND was set to would be respected, meaning if you DND’d a contact for FB Messenger, it’ll continue to DND that contact in FB Messenger.

The system will Auto-Enable DND for Email contact if the criteria below are met:

When a user is marked as DND for any bounce and or suppression events, please head into Mailgun or your ISP provider and remove the contact's email from the suppression list, then continue to validate the email before enabling the DND in the system.

There are 2 ways in which the DND will be enabled:

Two types of DND will be applied to a contact