Contacts

Overview

The Contact Module manages customer information by creating, viewing, and exporting contact data as customers initiate chats. Key Features:

1. IP Address Location: Identifies the IP address for state, country, and province.

2. Contact Data Synchronization: Collects and updates contact information through a form in the chat.

3. Contacts Management: Provides a contacts section where agents can view and manage contacts for each project.

4. Contact Export: Enables agents to export contacts based on a date filter, generating a CSV file stored on AWS S3 and cleaning up local storage.

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Features

1. Contact Creation

• Description: When a new customer initiates a chat, a new contact entry is automatically created.

• Agent-Project Relationship: An agent can belong to multiple projects, and each project can have multiple contacts.

2. IP Address Location

• Description: The contact module locates the IP address details for better contextual understanding, mapping the IP to:

  • State

  • Country

  • Province

3. Contact Data Synchronization

• Description: A form integrated into the chat collects additional information from the customer, filling any gaps in our contact records.

• Data Sync Process:

  • Contact-specific questions are asked to gather missing information.

  • The contact module automatically updates records with this information.

4. Contacts Section

• Description: A dedicated section where agents can view and manage contacts associated with a project.

• Contact Screen: Displays a list of all contacts for the selected project, showing key details for easy access and management.

5. Contact Export

• Description: Agents can export contacts using a date filter. The process triggers a job that generates a CSV file with contact data within the specified date range.

• Export Process:

  1. Trigger Export Job: When the export is initiated, a background job is triggered.

  2. File Delivery: Upon completion, the CSV file is sent to the agent via email or a notification.

• Note: Due to processing time, there may be a delay from export initiation to file delivery.

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FAQs

Q1: How long does the export process take?

• The time may vary depending on the amount of data to export. An email/notification is sent once the process completes.

Q2: Can an agent see contacts from other projects?

• No, agents only have access to contacts within projects they are assigned to.

Q3: How is data synced from the chat form?

• The chat form collects specific details from customers and automatically syncs this information to update the contact's record.

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