How to update Contacts Profile, add Sticky Agents & Tags?

Estimated reading: 4 minutes

Overview

Conversations on WhatsApp are an important aspect of customer interaction and are crucial to consider when interacting with customers on the platform. WhatsApp is a popular messaging app that allows businesses to communicate with customers in real-time, providing an opportunity to build relationships and improve customer satisfaction.

How to update Contacts Profile in Conversations Module

A contact profile on WhatsApp is a collection of information about a person that gets captured when a user messages you or is a contact created by the agent within the platform.

The benefits of having a contact profile on WhatCX include being able to quickly and easily communicate with the contact. It also allows you to easily view and update the contact’s information, such as their name, phone number, assign agents, tags, labels, etc.

How to update contacts Profile

1. Login to WhatCX and go to Conversations
2. Click on the contact’s name, in the right navigation you will find Profile on the top
3. Fill in the customer details and click on Update Contact

How to Add Sticky Agents to your Conversations

A sticky agent is a customer service representative who is assigned to a specific customer or group of customers and is responsible for handling all of their inquiries and issues. This can be helpful in a conversation because it allows the customer to build a relationship with a specific representative and feel more comfortable reaching out with questions or concerns. It can also help to ensure that the customer’s needs are consistently met and that any issues are resolved in a timely manner.

How to Add Sticky Agents

1. Log in to WhatCX and click on the Conversations module in the left panel

2. Click on any Contact name, under the Profile section on the right navigation, you will find the option Sticky Agents. Select from the list of Agents and Click Update Contact.

Once you click on Create Chat labels and proceed to conversations. You can use the Chat Labels to distinguish between your conversations by priority, lead quality etc.

How to Create Agents/Users

To create Users/Agents follow the below steps –
1. Login to WhatCX and click on Admin in the left panel
2. Under Manage Users, you will find the option Users

3. Click on Add User
4. Enter the details and click on Add User, a new user will be created.

How to Assign Tags in Conversations

Tags can be helpful in conversations by allowing businesses to organize and categorize conversations and customer interactions. This can help to streamline communication and make it easier to find and reference specific conversations or issues. Additionally, tags can be used to identify trends or common issues that may be impacting a large number of customers, allowing businesses to proactively address these issues and improve the customer experience.

How to Create Tags

1. Login to WhatCX and click on Admin in the left panel

2. Under Admin, you will find the option Contacts Tags
3. Click on Add Tags, and Give your Tag a Title. It could be anything depending on your business needs. You can choose the Tag color by clicking on ‘Color’ and then Clicking ‘Create Tag’
Once you click on Create Tag and proceed to conversations. You can use the Chat Labels to distinguish between your conversations by priority, lead quality etc.

How to assign Tags
1. Go to Conversations on the left panel
2. Click on any of the customer’s name. On the right navigation you will find the Tags

3. Click on Chat Labels and Enter the label you want to assign from the list of Tags created.
Please note – the Use case can be different depending from industry to industry, brand to brand

4. Click on Update Contact and the tag will be assigned to the contact and you can have a filtered view of tags in the contacts module