Inbuilt CRM for Conversational Connect (Jumper.ai) - Customers

Objective

Inbuilt CRM

Applies To

• Jumper.ai
• Conversational Connect
• CRM
• Customers
• Contacts

Our comprehensive Customer Relationship Management (CRM) system makes it easy to manage, track, and understand your customers. You can access and review customer information, including:

• Name, Email, and Phone Numbers
• Recent interactions and past engagements with agents
• Tags and Custom Data
• Options to Import Customers and Export Customers 

Procedure

Customers Overview

From the dashboard, navigate to the Customers section

The Customers page displays:

• Search bar -  quickly find customers by Name, Email ID, Channel, Tag, Custom Data, Segments
• Customer counts  - Total customers and breakdown by Channels (Google RCS, WhatsApp, SMS).
• Account-Level Custom Data Section: This section shows how many custom data entries are in use out of the maximum quota of 240. If the quota is exhausted, you can delete existing entries and add new ones.
• Account-Level Custom Tags Section: This section shows how many tag entries are in use out of the maximum quota of 60. You can delete existing entries if the quota is exhausted, so you can add new ones.
• Import Customers - upload a customer list using a file for bulk addition.
• Import Status - view the status of the imports.
• Export Customers -  download the full customer list with details.
• Customer List Table with columns for:
   
  • Name
  • Email
  • Mobile Number
  • Last Interaction
  • Actions (View/Edit Details, View Conversations, Delete)

Searching Customers

Use the Search option to find customers by Name, Email ID, Channel, Tag, Custom Data, Segments

Viewing and Editing Customer Details

To view a detailed profile:

1. Click the View/Edit Details icon (person icon under Actions).
   
   
    

2. A Customer Profile window will appear showing:

   - Name 

   - Interacted Channels

   - First Name

   - Last Name

   - Gender

   - Date of Birth

   - Mobile No.

   - Last Interaction Date

   - Tags

   - Custom Data

   - Past Interactions with agents
   
   
    

Managing Tags in the Customer Profile Section

To add a new tag for a customer, go to the Tags section in the customer profile, type the tag in the input box, and click Add to add it to the list.

Managing Custom Data in the Customer Profile Section

To add new custom data for a customer, go to the Custom Data section in the customer profile, type the field name, enter the value in the next field, and click on Add.

Note: Follow the Custom Data creation restrictions before adding new ones.

Custom Data:

Custom Data Field Name:

Custom Data Field Value:

Note: Tags and Custom Data help in better understanding customers and can be used for segmentation and selecting target audiences for broadcasts.

Viewing Past Interactions

Check the Past Interactions section to see agents who have previously engaged with the customer.

Importing and Exporting Customers

1. Import Customers
   You can upload customer lists from external files to add multiple customers at once.
   
   
    

2. Import Status 
   The Import Status section allows you to view the results of your recent customer data imports. It displays a record of imported files from the past 7 days, along with the details of each import: 

   - File name - The name of the file uploaded for import.

   - Imported by -  The email address of the user who performed the import.

   - Imported on - The date and time the import was performed.

   - Status -  The import results, including:

   - Successful - Number of customer records imported successfully

   - Failed - Number of records that failed to import, with an option to download the failed list for review and correction.
   
   
    

3. Export Customers
   You can download the current customer list with all recorded details for analysis and manual redact purposes.
   
   
    

Account Level Custom Data

1. Go to the Account Level Custom Data section in the Customers Section:
2. Review the usage counter (e.g. 120/240).

3. If you need to add new entries, but the quota is full:

   • Locate the Custom data field you want to remove.
   • Click the Delete icon next to it.
   • After deleting the custom data field, add the new custom data field to the customer profile

   

Account Level Tags

1. Go to the Account Level Tags section in the Customers Section:
2. Review the usage counter (e.g. 30/60).

3. If you need to add new entries, but the quota is full.

   - Locate the Tag you want to remove.

   - Click the Delete icon next to it.

   - After deleting the tag, add the new tag to the customer profile

View Conversation

1. Locate the customer whose conversation history you want to view.
2. Under the Actions column, click the speech bubble icon.
3. When you hover over it, you will see the tooltip "View Conversation".
4. A conversation window or page will open, displaying the chat history with that customer.

Delete Customer

The Delete Customer feature allows you to permanently remove a customer’s profile from your customer list. Use this option with caution, as deleted profiles cannot be recovered.

1. Locate the customer you want to delete.
2. In the Actions column, click the Delete icon next to the customer’s name.
3. When prompted, enter your account password to confirm the deletion.
4. Once confirmed, the customer’s profile will be permanently removed from the system.