Contact Management

Objective

To effectively manage contacts in the chat system by creating new contacts for new visitors, merging conversations with existing contacts, and handling mismatches in first names and phone numbers.

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Key Steps

1. Contact Creation

• When a new visitor fills out the required fields in the chat form, the system will automatically create a new contact.

2. Editing Contact Information

• Upon accepting the chat, you can make changes and add information in the contact section of a case.

3. Merging Conversations

• If the same person reaches out again and fills out the chat form, the system will check for matching first names or phone numbers.
• If a match is found, the system will automatically merge the new conversation with the existing contact's chat history and information.

4. Handling Mismatches

• If the visitor provides a different last name or makes a typo, it is essential to verify the accuracy of the last name.
• In case of a mismatch in the first name, a system message will prompt you to confirm the visitor's information.
• You can either manually fill out the contact information and merge it with the existing contact or ask the visitor to redo their information by typing a forward slash in the message field.
• If there is a mismatch in the first name with an existing contact, involving a supervisor is recommended for resolution.

5. Closing Cases

• If necessary, you can close the case without creating a new contact.

Cautionary Notes

• Ensure accuracy in verifying and updating contact information to avoid merging errors.
• Exercise caution when handling mismatches in first names and phone numbers to prevent data discrepancies.
• Seek supervisor involvement for complex cases involving discrepancies in contact details.

Tips for Efficiency

• Promptly verify and update contact information to streamline the merging process.
• Communicate clearly with visitors to confirm their details and avoid mismatches.
• Regularly review and update contact records to maintain accurate and up-to-date information.