User Guide


Contacts: User data

With Channel Talk Contacts, we support easier customer data management compared to Excel or spreadsheets. You can easily set it up and use it in a variety of ways, from a simple search to customer classification.

The number of customers managed in a CRM depends on the channel's managed users (MUs).

You can search for customers quickly by entering their name, mobile phone number, and email in the search bar.

You can filter data with [Advanced Filter] and immediately check the search results.

  • Search using multiple filters

    • If you need results for all conditions, use [AND]

    • Set [OR] if you want to search for results that match any of the multiple criteria.

  • Frequently used filtering values:

    • member(Member Status): Distinguish between members and non-members

    • lastSeen(At Last Access Time): Filter based on the last time the customer visited the website

    • profile .lastCeckoutCompletedAt(Last Order Time): Fiter based on the last time a customer made a purchase

    • sessionCount(Total number of sessions): Filter based on the total number of visits

Why are the total number of sessions and actual visits different?

The total number of sessions is relatively close to the number of visits by users but may not match completely. If a customer leaves your site and returns before the session ends (within 30 minutes) to continue browsing, you might get two visits but one session.

  • [Advanced Filter] + [Quick Search]

    • You can use advanced filters and a quick search at the same time.

    • Click [Advanced Filter] - Click [Filter Conditions] - Enter a search term in the search box

  • You can search customer information in bulk using the multi-term filter feature.

  • How to use: Enter multiple search terms separated by a comma or space, then click [Enter each keyword separately].

  • Searching for more than 1,000 terms at once may result in a timeout, so we recommend to divide your data accordingly.

Segments are a way to organize your filtering criteria into groups. You can set up segments to pull your customer list at any time based on the filtering criteria you set.

  • Segments don't store a list of retrieved customers, they store filtering criteria.

  • Each time a segment is loaded, it shows the search results, newly filtered with the most up-to-date information.

  • Even within the same segment customer group, the target audience a week ago and a week later may be different based on the filtering criteria

  • You can import segments directly when setting up audiences for your support bots and marketing messages.

  • User data keys name starts with "profile".

  • This can be modified any time by the manager by clicking the cell directly.

  • User tags and consent to marketing subscription status settings can be edited via bulk action as well.

  • You can sort Data items shown in Contacts and in Inbox Guest Information.

  • [Channel Settings] - [General - [Customer profile data]

  • You can change the display order right away by clicking and dragging the button located on the left side.

  • Data key display orders set in the customer profile data list will be reflected in the CRM.

  • If there are data values that are no longer used, but you want to keep the collected data, you can archive them.

  • Data values that have been archived are no longer collected. It is not visible in Contacts or Inbox once it’s archived.

  • Archived key values will be greyed out in the Customer profile data list and they can be used again at any time when restored.

  • You can change the display setting differently for guest information in Inbox

  • In [Contacts], you may update the display setting to review overall customer data and for Inbox, you may select to display the necessary customer data for the chat.

What is the difference between hiding customer information and archiving a profile?

Hiding customer information: It is not visible only in the user chat inbox, but all information can be collected and checked in Contacts

Archiving customer data: It is inactive in the profile list and data is no longer collected. Once it’s archived, the data key will not be shown in Contacts and Inbox.

  • You can manually add a ‘Lead’ contact information one at a time.

  • By entering either the customer’s mobile phone number or email, the lead will be added to Contacts.

  • Contact information that already exists in Contacts will not be added.

  • Since the contact information is added by the manager directly, it will be saved as qualified (verified) information.

Only the profile values provided by each builder can be stored in the Channel Talk Contacts.

1. Insert the data key value of the website’s member information into Channel Talk installation script to link. (Developer Guide)

2. Please add the corresponding data in the customer profile data.

  1. Collect customer information using follow-up notifications

  2. Collecting customer information using the Support bot form

  3. Load and save customer information one by one using Open API

Depending on how your site is built, there are different ways to manage unsubscribed members. Check how your site is built to delete customers.

You can use the Open API to notify ChannelTalk when a member unsubscribes from your homepage and automatically delete the customer's information from the DB. (→ Check out the guide)

If you already know the information of a member who has unsubscribed, you can call the API to remove them from your ChannelTalk customer contacts.

  • Shopify

    • Customers can't unsubscribe from your home page directly, but can request to unsubscribe from your store, which the home page admin can then [disable] or [delete].

      • DISABLE: Disable the customer, which is not an unsubscribe.

      • DELETE: Unsubscribed / deleted customer, and their profile information is automatically deleted from Channel Talk as well.

  • Other builders

    • View unsubscribed members from the homepage admin menu to see their ID or contact information.

    • Search for the withdrawn member in your Channel Talk customer contacts and proceed with the profile deletion process.

If the manager role has the Delete customer permission set, then managers can delete a user.

  • Users cannot be restored after deletion.

After deletion, all of the customer's information is deleted, and only the content of the conversation messages remains.

If the deleted customer opens Channel Talk again, they will be recognized as a new member.

Under Customer contacts on the right side of the channel manager, click the customer you want to delete and tap [See Profile].

  1. Click the [⋯] button below the customer's profile picture.

  2. You can delete the customer by tapping [Delete customers].

  3. You can select the desired customers from the list in bulk to delete them all at once.

Downloading the customer contact data excel file is only available for managers with an owner role. (Manager Role settings)

  • With no filter:

    • Download entire customer data stored in Contacts(up to 1 million contacts).

  • With filter but no specific customer contact lists selected from search results:

    • Download the entire search results.

  • With filter and specific customer contact lists selected from search results

    • A maximum of 100 people at a time can be selected.

    • When you click “Select all customers”, you can select all customers from search results.

    • Only checked customer contact data can be downloaded.

  • Select the individual customer contact data to download

    • Click Individual customer avatars and download

  • After clicking “Download results”, type the download reason and set a file password.

    • Password must contain at least 6 characters consisting of letters, numbers, and symbols.

    • You can download customer data every 30 minutes.

  • After you initiate the download, you can check the download progress at the bottom left of the platform.

  • When the download is complete, you will receive a notification with a file download link in Team Chat’s "My Chatroom".

    • You can download the file by clicking the download button at the bottom of the notification message.

    • You have 7 days to download the file. The downloaded file will be expired after 7 days.