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02. Contact profile in Zenvia Customer Cloud
8 min
Created by Maria Malheiro on 2/21/2024 2:53 PM
Updated by Leonora Alves on 10/4/2024 10:55 AM

Your communications achieve better results when you know your audience better. In Zenvia Customer Cloud, you can consult all the information and events related to each customer directly in the contact's profile.

⚠️ Attention: Users with the Agent profile can only view contact data. Only users with the Operator and Admin profiles have full access to the profile features.

How to view the profile

To access a contact's profile:

  1. In the left side menu, go to Contacts > Contact base;

  2. Then, in the contact's row, click on the name.

Next, review the contact's available information and how to interpret it.

Profile overview

Profile data

Description

Registration data

Phone, email, whether linked to a company or department, since when they are a contact, and their origin.

Contact origin

The origin depends on how the contact was added to the base, and can be:

  • App
    Examples: Omie, Google Sheets
  • App + Specification
    Example: Facebook Leads - Test Page 1 Client A
  • Campaign
    Example: Campaign {Campaign name} - Channel
  • Manual import
    Example: Manual import
  • Contacts Manager API
    Example: API
  • CSV file
    Example: CSV Import - {File name}
  • Inbound overflow (no external import)
    Examples: WhatsApp - WhatsApp Business Credential, Facebook Messenger - Facebook Account, Instagram - Instagram Account, Webchat
  • Inbound overflow with chatbot screening (no external import)
    Examples: WhatsApp - WhatsApp Business Credential - Bot Flow Name; Facebook Messenger - Bot Flow Name; Instagram - Bot Flow Name; Webchat - Bot Flow Name

Active channels

Channels in which the contact is subscribed or unsubscribed, such as SMS, email, or WhatsApp:

  • Subscribed: A subscribed contact is someone who has opted to receive your communications. They are identified with the Subscribed label next to the respective channel.
  • Unsubscribed: An unsubscribed contact is someone who used to receive your communications but has opted out. They are identified with the Unsubscribed label next to the respective channel.

Contact lists

Contact lists to which the recipient belongs.

Tags

Tags assigned to the contact for categorization or identification.

Contact assignment

Indicates whether the contact is assigned to a specific agent or group for commercial support.

Actions in the contact profile

Check out the actions that can be performed in the contact profile.

Add company

  1. Click on Add company and select an existing one.

Add department

  1. Click on Add department.

  2. Create a new department or select an existing one.

  3. To edit, click the pencil icon.

  4. To remove (Admin only), click the pencil icon and then the trash icon.

Edit contact details

  1. Click on View details or Edit data and make the necessary changes.

Delete contact

  1. Click the icon and select the option to remove it. The contact is permanently deleted from your database and all selected lists.

Add contact to a list

  1. Click on Add to another list and select an existing list.

Remove the contact from this list

  1. Click the "X" next to the list and select Remove contact.

Unsubscribe contact

  1. Select Unsubscribe to remove the contact from a specific channel.

  • The contact will remain in the database but will not receive any communications.

⚠️ Note: Please be aware that even after unsubscribing, the contact will still appear in your contact base and in the message delivery report with a blocked status if you attempt to send messages in the future.

Add, edit, or remove tags

  1. Click the pencil icon to manage tags.

  2. To remove (Admin only), click the pencil icon and then the trash icon.

Metrics and insights

Satisfaction index

The Satisfaction Index evaluates how the contact feels about their interactions with your team. Using artificial intelligence, this metric classifies the contact as satisfied, dissatisfied, or neutral based on conversation analysis without relying on formal surveys.

  • Interaction rate: The percentage that represents the level of interaction between the contact and your team.

Message engagement

The engagement monitor shows how the contact interacts with mass-sent messages through different channels. The following metrics reflect the contact's performance over a 90-day period.

  • Delivery rate: The percentage of messages that were successfully delivered.
    • Channels: SMS, WhatsApp, RCS, Email.
  • Open rate: The percentage of messages opened by the contact.
    • Channels: WhatsApp, RCS, Email.
  • Click rate: The percentage of messages in which the contact clicked on a link or button.
    • Channels: WhatsApp, RCS, Email.
  • Response rate: The percentage of messages that prompted a response from the contact.
    • Channels: SMS, WhatsApp.

Tickets

Ticket metrics are used to monitor the status of support tickets for the contact. They provide an overview of the tickets created, helping to assess the progress and effectiveness of the support provided.

  • Open: Indicates the number of tickets that are still waiting for a solution for the contact, showing the pending cases.

  • Resolved: Reflects the number of tickets that have been fully resolved, highlighting the completed support cases.

  • All: Sums the total number of tickets related to the contact, including both open and resolved tickets, offering a complete view of the support history.

Done! Now that you know how to identify leads more likely to engage, use this information to optimize your communication strategies.