📄Contact list

The Contacts list section is used to create contacts for outgoing interactions.

Different communication channels can be specified for each contact, for example, several phone numbers, email addresses, instant messengers, etc.

1. Name of the contact list

2. Total: number of contacts in the list

3. Callable: contacts that are suitable for outbound activity

4. Planning: contacts that are selected for processing by Dialer and for which an outgoing interaction is planned

5. Open: contacts for which the outbound activity was successfully completed and are in an incomplete status (waiting for a customer response or being processed by a chatbot/operator)

6. Attempted: contacts for which the maximum number of attempts has been reached

7. Flagged: contacts for which there are no communication units (phone numbers, emails, etc.) suitable for outbound activities with the corresponding type of conversation

8. Closed: contacts for which the outbound activity was successfully performed and completed Campaign status: active or completed. To launch a campaign, you need to transfer

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Create/Edit a contact list

When creating a contact list, you need to specify the following parameters:

1. Contact list name

2. A method of selecting contacts for uploading. Contacts can be selected from existing NovaTalks conversations or uploaded as a file.

For Selection method = Select existing conversations, you need to specify the following parameters:

1. Criteria for selecting NovaTalks conversations.

2. Sample - a table with a list of found conversations and their parameters. It is displayed if at least 1 conversation has been found in the system according to the created filter. The sample is needed to make sure that the selection is configured correctly. Close if all types of calls have been processed successfully. If this option is enabled, the contact is successfully closed if all conversation types (social media, email, calls) have been successfully completed. If disabled, the contact will be closed successfully if at least one type of conversation has a successful outgoing activity.

This option is used if you need communicate with a contact through all channels, for example, in the messenger and via email.

1. Automatically add new conversations. If this option is enabled, the system will automatically add new conversations that meet the filter criteria at a specified frequency.

For example, you've created a live campaign that's always on and sends customers who have purchased a product a message with a promo code for a discount on their next purchase.

1. The frequency with which you want to automatically upload new conversations to the list of contacts that match the specified filter. The default value is every day at 00:00

For Selection method = Select existing conversations, you need to specify the following parameters:

1. File with contacts for upload. The format is csv (comma delimited), where the first line contains the column names, and all subsequent lines contain contacts and their data. When editing a contact list, you can upload additional data through this field. The format of the original file and the uploaded file must be the same.

Example:

id,email,full_name,debt

1,[e-mail],nadya,75.25

2,[e-mail],nadiia,150.5

3,[e-mail],cristina,225.75

1. Sample - a table with a list of data loaded from a file.

2. Contact columns are the contact details that you need to use to reach the customer - for example, phone numbers, email addresses, NovaTalks call IDs, etc. A contact can have several contact details. In this case, the system will try to contact the contact for each contact unit.

For each communication unit, you need to select its type and the channel from which the outgoing activity will be carried out.

You do not need to specify a channel for the Call ID type. The system will automatically detect it.

1. Close if Reached all Conversation Types. If this option is enabled, the contact is closed successfully if all conversation types (social media, email, calls) have successfully completed an outgoing activity. If disabled, the contact will be closed successfully if at least one type of conversation has a successful outgoing activity.

This option is used if you need to communicate with the contact via all channels, for example, in the messenger and via email.

1. Unique identifier - a field for selecting a column that will serve as a unique identifier. If you do not select anything, the system will fill in the number in order.

2. Contact name - a field for selecting a column that will serve as a contact name if the system does not find an existing contact. Then the system creates a new contact using the name from the column.