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Contacts FAQs
The following are key points and recurring questions about FROGED's contacts.
What is a lead?
An unknown visitor to your website who is not logged in and has no previous conversation history cannot be saved as a contact in FROGED.
As soon as a visitor starts a conversation or responds to a message, they become a lead. Leads can be followed up by email, WhatsApp, SMS... depending on the saved attributes of the contact.
Why do contacts have random names?
When a potential customer initiates a conversation through one of the communication channels and is not registered, a new contact is created in FROGED. This new contact gets a random name, for example: $_visitor_aqua_poor, $_visitor_magenta_extraordinary... Such contacts are given a random name to make them easier to identify. When new data (name, email, city...) of the client are known, they can be added manually in the attributes of their profile.
If the conversation takes place by phone, WhatsApp or SMS, the contact is saved with the associated phone number. If the conversation is by email, the same thing happens, the contact is created with the saved email.
On the other hand, if the conversation with the visitor is via web chat, no data associated with the contact can be saved. Only the history of conversations and activity on the website can be saved.
Why are there duplicate contacts?
It can happen that a potential customer has conversations through different channels. In this case, what happens is that contacts are generated in FROGED associated with the attribute obtained from the channel. In other words, the same potential customer may have several contacts in FROGED.
It is important to complete all customer information in the first conversations to prevent this from happening.
If a customer corresponds to 2 contacts in FROGED, they can be unified into one manually by completing the ‘User ID’ attribute with the same value. The value of the ‘User ID’ to be used is that of the contact that you want to keep in the database.
- The attributes of the main contact, the ‘User ID’, are saved. If there are empty values in the main contact, they are filled in with those of the contact to be merged.
- The conversations of both contacts are merged in the timeline.
How to delete contacts?
A contact (user or company) is deleted in the options menu of the contact table or in the profile itself. Several contacts can be deleted at the same time with a multiple selection in the table and the options in the top menu.
Once a contact has been deleted from the workspace, its data, activity and conversation history cannot be recovered.
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