Customers

This feature helps you to manage your customers' profile information. They can view Recently Contacted Customers, Add a Customer's Profile (individual or bulk), Edit a Profile, Link Two Customer Profiles, or Search for Customers based on Customer ID, Name, Mobile Number, Email ID, User ID (for API channel only), Livechat ID or Twitter Handle.

Add Customer

To add a customer, follow these steps:

1. Go to Customer Care Console > Settings > Manage > Customers.

2. Enter the customer profile information: Customer ID (mandatory), Customer Name, Mobile Number and Email ID.

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Note:

To create a customer's profile, you need at least one of the channel fields i.e. Mobile Number or Email ID. You can add up to Five Mobile Numbers and Five Email IDs to each customer profile.

3. Click Save, to create a customer profile.

The application also allows the bulk creation of customer profiles. The following section explains the steps involved in creating customer profiles in bulk.

Upload Customers

To create multiple customer profiles at once, follow these steps:

1. Go to Agent Console > Settings > Manage > Customers.

2. Click Upload Customers.

3. Download the sample file and enter the required customer details and upload the file.
   The Customer ID is a mandatory field for all the records.

4. If the file is uploaded without conflict, click Proceed.
   The following success message appears on the screen.

5. If the file is uploaded with errors, then you will view the conflict report on the Upload Customer Profiles screen.
6. You can download the report and fix the issues and re-upload the .csv file to proceed further.
7. You can track the status of the uploaded file by navigating to Track Upload Status page.

Track upload status

To view the status of the uploaded file, follow these steps:

1. Go to Customer Care Console > Settings > Manage > Customers > Upload Customer Profiles.

2. Click the Track Upload Status on the top-right corner of the screen. You will view the latest uploaded files on the screen.

3. Select the date range from the Show activity between filed and click Apply.
4. Click search to view the relevant search results.
5. Additionally, you can search the track upload results table by entering the search criteria in the search field to view fine grain results.

Search for a Customer Profile

To search a specific customer profile, following these steps:

1. Go to Customer Care Console > Settings > Manage > Customers.
2. Choose one of the search parameters from the 'Search by' criterion, enter the search Keyword and click Search.

Edit Customer Profile

To edit a customer's profile, following these steps:

1. Go to Agent Console > Settings > Manage > Customers.
2. Search for a customer profile using the search criterion.

3. Click Edit icon in the actions column of a specific customer profile.
   The following screen appears.

4. Update the required fields. You can replace each Mobile Number or Email ID by clicking on the link next to each field.
5. You can also update the Customer ID or Customer Name.

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Note:

You cannot assign a Customer ID to a profile that is already assigned to another customer profile.

Merge Profiles

You can link two channel profiles of the same customer using the Merge profile option.

Follow these steps to merge profiles:

1. Go to Agent Console > Settings > Manage > Customers.
2. Search for a customer by using the search criteria
3. Click Merge icon in the actions column of a specific customer profile.

4. Enter the Customer ID of the profile with which you want to merge the current profile

5. On clicking Add, you will be redirected to a confirmation page with the details of both the profiles.
6. Click Merge Profile to merge both the profiles or Do Nothing to cancel the request.

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Note:

Unlike adding customers, editing customers is possible only for one profile at a time. The application does not allow bulk update of customer profiles.