Product
Inbox

Contact Details

19min

The Contact Details Page in Sanoflow centralizes all relevant information about a customer or lead, streamlining the management of conversations, appointments, tasks, and more. In this page you will find a detailed breakdown of the features and actions you can take.

Getting Here

To get to Contact Details:

  1. Navigate to Inbox from the left-hand menu.
  2. Open the Chats that are located in any of the views available.
  3. Click on the Person Icon that is located as the first icon in the right-side menu.



Contact Details Directory

General Contact Information

This section displays essential contact details, making it easier to identify and engage with the customer.

  • Name: First Name and Last Name are displayed and editable.
  • Phone Number: The primary phone number is visible, with the option to add Alternate Contacts.
  • Email: Displays the contact's email address if available.
  • Nationality, Gender, and Date of Birth: Provides demographic details to personalize engagement.
  • Source: Indicates where the contact originated (e.g., Inbox, Campaigns, etc.).
  • External ID: Useful for tracking contacts across integrated systems.
  • Custom Fields: Additional customizable information such as Patient ID can be added. These fields can be customized from settings based on your business needs.
  • Label: Predefined categories that you may select one to add to the contact (e.g. VIP Customer, Blacklisted, etc..)
  • Tags: Use this field to categorize and segment contacts for targeted actions.

Editable Fields

  • You can edit any field directly (e.g., Name, Email, Tags) to update the contact's details. The option of choosing which fields are mandatory to fill and which not, can be controlled from settings.
  • One field can never be editable, this field is the Phone Number

Contact Assignment

  • Use the Assignee field to delegate this contact to a specific team member or department.

Action Buttons

Located at the top of the Contact Details panel, these buttons allow quick actions:

1. Add a New Appointment

This feature will not be visible if you have not subscribed to our Appointment's Module.

You can schedule an appointment directly from the contact's profile.

Steps to Schedule an Appointment:

  1. Click the Calendar Icon (New Appointment).
  2. A New Appointment window will open with two options:
    • Single Appointment
    • Block Time Period

Single Appointment

  1. Select New Appointment (default tab).
  2. Fill in the following fields:
    • Location: Choose the location where the appointment will take place.
    • Specialist: Assign a specific specialist for the appointment.
    • Service: Select the type of service.
    • Appointment Date: Set the date for the appointment.
    • Start Time and End Time: Define the appointment's time slot.
  3. Notify Contact:
    • Select WhatsApp to notify the contact with appointment details.
    • Check "Notify contact on early availability" if applicable.
  4. Add any Appointment Notes (optional).
  5. Click Add to save the appointment.

Block Time Period

To block a specific time range for unavailability:

  1. Switch to the Block Time Period tab.
  2. Enter the following details:
    • Location: Choose the location (if applicable).
    • Specialist: Select the specialist to block time for (if applicable).
    • Start Date and End Date: Define the time range.
    • Reason: Provide a reason for blocking the time.
  3. Click Confirm to finalize.

2. Add a New Enquiry

The New Enquiry button (Filter Icon) lets you create an enquiry or task directly.

Steps to Add a New Enquiry:

  1. Click the Filter Icon (New Enquiry).
  2. The Add Enquiry window will appear.
  3. Fill in the following fields:
    • Pipeline: Select the pipeline (e.g., Sales, General).
    • Title: Add a descriptive title for the enquiry.
    • First Name: Auto-fills with the contact's name.
    • Phone: Auto-fills the contact's primary phone number.
    • Location: Choose the relevant location (if applicable).
    • Specialist: Assign the enquiry to a specialist (if applicable).
    • Service: Define the service linked to the enquiry.
    • Channel: Identify the channel of communication (e.g., WhatsApp, Facebook, Instagram).
    • Appt Time: Add an appointment time (if applicable).
    • Auto Assign: Check this box to automatically assign the enquiry to a team member.
    • Stage: Choose the enquiry stage (e.g., New, In Progress, Closed).
    • Source: Automatically filled (e.g., Enquiries).
    • Tags: Add tags for easier tracking and organization.
    • Description: Enter any additional notes or information about the enquiry.
  4. Click Add to save the enquiry.

3. Initiate a Call

You need to have the CallGear Integration to be able to view this section.

The Call Icon allows you to call the contact directly.

Steps to Initiate a Call:

  1. Click the Call Icon in the Contact Details panel.
  2. A confirmation pop-up will appear.
  3. Click Yes to initiate the call.
  4. CallGear will call the business's default number that was added during the setup.
  5. After you answer the call, CallGear will then call the client for you.

Note: Calls may take 5-10 seconds to connect after confirmation.

Shared Media

  • Displays Media (images, videos) and Files shared during conversations.
  • If no media has been shared, the space will indicate “No Shared Media Found.”
  • Keeping in mind that the file sizes are limited to:
    • Document: 100mb:
      • Doc format: MS Word, PDF, MS Excel, Powerpoint, Google Spreadsheet/Word/Presentation, Audio: AAC/AMR/MP4/OGG
    • Image size: 5mb
      • Image format: PNG, JPEG, WEBP
    • Video: 16mb
      • Video format: MP4, JGPP

Practical Use Cases

  1. Appointment Scheduling: Quickly book or reschedule appointments while notifying customers on WhatsApp.
  2. New Enquiries: Add contacts to relevant pipelines for efficient task management.
  3. Initiating Calls: Seamlessly call customers for urgent follow-ups or confirmations.
  4. Shared Media: Review files exchanged to provide context for ongoing conversations.
  5. Custom Data Management: Use custom fields to store unique information like IDs or preferences.

Best Practices

  • Keep contact details updated for accurate communication and reporting.
  • Use tags to segment contacts for campaigns or follow-ups.
  • Regularly review shared media for quick reference.
  • Schedule appointments proactively to avoid missed opportunities.
  • Utilize custom fields to tailor your system to business-specific needs.

FAQs

1. Can I add multiple phone numbers for a contact?

  • Yes, you can add alternate contacts under the Phone Number section.

2. How do I add an Enquiry?

  • Use the New Enquiry form and input updated details into the enquiry pipeline.

3. Can I track media shared in conversations?

  • Yes, all shared media and files will appear under the Shared Media tab.

4. How do I block out a time range for unavailability?

  • Use the Block Time Period option in the Appointment Scheduler.

5. What happens if I initiate a call?

  • The system will confirm the call initiation and connect to the contact's number.

6. How do I update an Enquiry?

  • You can click on the Enquiry option under Merge Suggestions, and then you can choose the enquiry you want to edit, click on it, it will open a pop-up tab with the details of the enquiry to edit them.



Updated 31 Dec 2024
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