It's possible that a customer will contact your organization various times. Sometimes the customer sends a chat message via the website, then sends an email and in the end also talks to a member of staff by phone. It's nice if all these contact moments are bundled into one list and the nice thing is: in Trengo you can do this by means of contacts and profiles.
What is a contact? 👩
A "contact" in Trengo is a person with whom the company has communicated via the same medium. For example, email contacts, telephone contacts and chat contacts can coexist. All communication that took place via the same medium is collected under one contact.
When someone contacts you for the first time, a contact is automatically created; specific contact information can be entered and altered to your liking! This way a name can be given and the extra contact fields created can also be filled with information.
In the main menu it's then possible to manage all contacts via "Contacts".
What is a profile? 👨👩👧👦 👨👩👦👦 👨👩👧👧 👩👩👦
A profile is a collection of contacts and contact moments. All communication from the example of the introduction can be linked to each other by means of a profile. How these profiles can best be set up can differ per organization. For example, anyone who communicates a lot with other companies can create company profiles, in which you can log that you had a conversation with Marieke and then also called with Kees from the same company.
Organizations that have more contact with consumers can create profiles from a single consumer. The telephone number, the email address and all contact moments are clearly arranged under the same profile. Very handy of course! Profiles are also easy to create or change in the conversation screen. The profiles can be managed via the main menu.