FROGED | Contacts FAQs

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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 may happen that a potential customer has conversations through different communication channels: chat. email WhatsApp .... In this case, what happens is that contacts are generated in FROGED associated with the attribute obtained from the channel, i.e. the same customer may have several contacts saved in FROGED.

It is important to complete all the customer information in the first conversations to avoid this happening.

If a customer corresponds to 2 contacts in FROGED, they can be merged into one manually by completing the ‘User ID’ attribute with the same value.

It is only possible to merge 2 users if one of them does not have the ‘User ID’ attribute filled in.
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 one that has the ‘User ID’ completed, 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.

Introduction to FROGED Contacts

Send a message from contacts

Edit contact information

Identifiers, duplicates and deletion

Before importing or changing contact data, check the identifier and whether the record already exists. Email and userId serve different purposes; sharing an email does not, by itself, mean profiles should be merged.

Use a stable userId defined by your application when that is how you identify the person. Avoid reusing the same identifier for different customers. If you need to correct duplicate records, first review the history and company relationships, and contact support for the appropriate procedure.

Imports affecting existing records

An import can update data. Keep the original file, test with a controlled group and review the result before processing the whole list. Do not use empty cells as a guaranteed way to delete attributes.

Before deleting

Confirm the exact record and its impact on conversations, companies and integrations that use it. Do not assume deleting a contact will merge its data with another or that you can recover it later.

Retention and deletion obligations depend on your organization's policy and contracted service. Use the authorized procedure for erasure requests; do not replace that process with an import or by deleting rows from an exported CSV.

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