An employee with access rights to the Chats section can select a specific chat to link to an existing contact or create a new contact.
1. Open the chat you want.
2. Click the Link button on the right panel.
3. If the contact you need already exists, select “Existing contact,” find it in the list, and confirm the action. You can also create a new contact. To do this, select the “New contact” option, fill in the required information, click Create, and confirm the action.
After saving, the contact card will be displayed in the chat on the right.
If a user is listed as “Unknown client” in the chat list and in the chat itself, their name will be changed to the name specified in the contact card.
Also, when a contact initiates a chat in Telegram bot, WhatsApp, and SMS channels, the system will automatically link the contact to the chat if the contact with the same phone number is already in the contact database. If you have more than one contact with the same number in your system, the contact with the most recent documents or, if there are no documents, the contact created the most recently will be linked.
If the linked contact has an assigned manager, they will automatically be assigned to this chat — as long as they have access to the channel and the chat has not yet been assigned to another manager.
Please note that you can only attach one contact. You can unlink a contact from the chat by clicking on More and then clicking the Unlink button.
When you bind or unbind a contact, the event text appears in the chat, containing: the time of the event, the name of the employee who performed the action, and the name of the event with a link to the contact.
In addition to phone numbers, addresses, and balance, this contact card also displays a list of channels for communicating with this contact. Clicking on any of them will open a modal chat window where you can start a conversation without going to a separate channel on the Chats page.