Managing Customer Data

Overview

Aloware's Contact page is the main place to interact with a single contact. We designed this part of our app to resemble a CRM, so for those people coming from HubSpot or Pipedrive, this looks extremely familiar. 

The Contact page has three main sections: 

  • Basic contact controls (part 1)
  • Managing customer data in Aloware (part 2)
  • Reviewing engagement (part 3)

In this article, we will talk about how Aloware holds and manages your Contact data, and how it syncs up with your CRM if you have one. 

Integrations

If you have connected a CRM to Aloware (such as HubSpot, Pipedrive, HelpScout to name a few), Aloware will read your customer data off of the CRM and keep itself (and the CRM) in sync.

When the integration is enabled, a CRM icon appears on the Contact page. Clicking the CRM logo (in our case, HubSpot) will automatically open the CRM contact page in a new tab.

Note: All Aloware integrations with a CRM support real-time, two-way syncing. Any changes your make on your Contant's basic information will be synced to your CRM. 

When an Integration is enabled, Aloware will sync any edits to the Contact back to the CRM. This is very important to understand when you modify the contact's name, phone number, email address, and other data. Vice versa, when you make an edit on the CRM, the changes automatically transfer to Aloware in real-time. We talk more about the integration in our Integrations column. 

Phone Numbers

Each contact can have multiple phone numbers. Click the Phone Numbers section to show the current list of numbers a contact has. Most of the time, your contact has only one phone number (the primary number).

If you need to add more numbers, you can click the Add a Phone Number.

A slide-up form will appear where you can fill out the needed information. Hit + Add when you’re done.

At any given time you can edit a phone number and delete it, you can also choose what number is the primary. 

About this Contact

Managing Contact Owner

This refers to the user/agent who owns the contact record. For sales or support teams, this is important because it will let the other agents know who manages a particular contact. Meaning, all queries, transactions, and other information will be handled by the owner only. Furthermore, you can configure ring groups to prioritize connecting calls to a contact's owner rather than the whole team. 

To assign a contact, simply click the dropdown button for the owner and it will show the list of agents you have. Select the person who manages the contact.

Note: Only one owner can be assigned to a contact. If you want your contact to be "unassigned", click the small X next to the agent's name. 

Managing Dispositions

Your agents can use Dispositions to mark & determine exactly where a contact/lead should be in your sales or marketing cycle.

To change a contact's disposition, click the dropdown button to see the list of dispositions available for your account. Choose the disposition that you want to use and you are all set. 

Note: Each Contact can take a single disposition code. If you want to assign multiple labels to a Contact, consider using Tags instead. 

Managing Contact Tags

Adding tags to your contact is a way to categorize or segment them. The entire audience of a Tag can be enrolled in a sequence, or used as a target for Bulk SMS. Your contact imports show up as a new tag with the date of upload. More information about Tags here.

To add a contact tag, simply click + modify tags then select the tag you want to put in your contact. You can select multiple tags.

Other contact data

Aloware has placeholders for a lot of different pieces of information about your contacts, including the following:  

  • Email
  • Address
  • Website
  • Company Name
  • Location (country, zip code, city, state, time zone) – this information is guessed based on a customer’s phone number and might not be always accurate
  • Date Of Birth
  • Lead Source
  • Notes
  • CSF1 and CSF2 -- these are custom fields that you can use for your own data
  • TCPA Approved
  • Initial Line
  • First Connected
  • Intake Source

You can later use these fields as variables in Aloware automation and broadcast. Further, these data pieces can be sent to Aloware (or modified) using our simple Lead Intake API. 

Contact Relations

Aloware monitors contact's engagement with both Lines and Ring Groups. This becomes handy in figuring which users have access to this. You can read more about Contact Visibility here.

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