Customers

In the Admin Mode, the Customers page shows all the customers who are served in the system. Admins can view the customer profiles and manage the customers.

The Customers page displays the customers created within this week by default. The customers can be filtered based on the time period, customer tag, customer name, and customer IDs. Additionally, the customer name and customer ID support fuzzy query.

1. On the Customers page, click Sort.
2. Select the sorting options.
3. Click Sort to view the filtered customers.

On the Customers page, click a customer to view the customer profile (nickname, real name, ID, phone, QQ, email, company, etc.).

The customer ID uniquely identifies the customer. It cannot be edited.

• If the customer is from app or web, the customer ID is a Hyphenate ID.
• If the customer is from WeChat, the customer ID is his openid on the WeChat official account.
• If the customer is from Weibo, the customer ID is his Weibo UUID.

Go to the Customer Tags tab to add or modify the customer tags.

Go to the Interaction page to see the list of the customer's historical conversations and satisfaction ratings. Select a conversation to view the conversation details. For web customers, the customer's IP address, region, software environment, and source are also displayed.

If the agent has multiple conversations with the customer, the agent can view the messages consecutively.

The message interface displays the start time and end time of each conversation. Click “More Message History” or “Next Conversation” to view messages of the previous or subsequent conversation.

On the Customers page, click the Callback button , or on the detail page, click Contact Customer to make a callback to the customer. After the callback, the system creates a new conversation.

To export customer profiles, go to the Customers page, and click Export Profile. Then, go to Export to download the file.

Each file is valid for 7 days. Download it within the validity period. The size limit for exported files is 50 MB. Oversized files cannot be exported.

Admins can set which custom fields to be shown in customer profiles and the order of the system fields and custom fields.

For details, go to Settings and view “Custom Fields”.

Admins can manage the blacklist by adding customers to the blacklist, viewing the blacklist, and removing customers from the blacklist. The customers on the blacklist can still send messages, but the system does not create conversations for them. Blacklist customers cannot have conversations with agents until they are removed from the blacklist.

On the Customers page, admins can add customers to the blacklist.

Add a customer to the blacklist:

1. On the Customers page, click the customer to go to the details page.
2. Check that the customer belongs to the blacklist by viewing the message interaction.
3. Go to the Profile tab, click Add to Blacklist, enter your reason, and click Save.

On the Customers page, click Blacklist in the upper right corner to switch to the Blacklist. You can view the customers on the blacklist and the reasons why they are added to the blacklist.

To remove a customer from the blacklist: * On the Blacklist, click the Delete button to quickly remove the the customer from the blacklist.

* Or, on the History or Customers page, find the customer using the customer ID, click the customer, and then click Remove from Blacklist on the Profile tab.