Managing Customers
Channel Talk’s Customer Contacts offers easier customer management compared to Excel.
You can manually add individual leads to your contacts one at a time.(→ What is a lead?)
Only a phone number or an email address is required for the addition.
If the contact already exists in your list, it won’t be added again.
Since the contacts are manually added by a manager, they are considered verified, qualified information.
A feature to bulk import customers via CSV is in development and scheduled for release next year.
For websites using supported builders, the customer profile data provided by the builder can be saved in Channel Talk.
Cafe24, Shopify: You can also import customer data for users who registered before installation.
Other Builders: We’re preparing a feature to enable bulk imports.
Use the Follow-up on Responses feature to collect customer information (→ See Guide)
Use the Input Form feature to gather customer data (→ See Guide)
Use OpenAPI to import and save customer information one by one (→ See Guide)
The method for deleting customers depends on your website’s setup. Please confirm your site’s setup before proceeding with customer deletion.
When a customer leaves your website, use OpenAPI to notify Channel Talk, and their data will be automatically removed from the database (→ See Guide).
If you already have information about customers who have left, you can delete their profiles via an API call.
Cafe24, MakeShop, Shopby
When a customer deletes their account on the website, their information is automatically removed from Channel Talk.
For Cafe24, customer deletion data has been provided to Channel Talk since July 2021. For customers who left before that date, you’ll need to manually delete their profiles in ChannelTalk.
Shopify: Customers cannot delete their accounts directly. Instead, they must request deletion from the store, and the admin can either disable or delete their account.
Disable: This deactivates the customer but does not delete them.
Delete: The customer’s profile is permanently removed, and Channel Talk automatically deletes their data.
Other Builders: Use the site’s admin panel to view deleted customers, find their ID or contact details, and search for their profile in Channel Talk to delete it.
Managers with permission to delete customers can remove them permanently. Once deleted, customer data cannot be restored. All information is erased, except for the conversation history. If the customer returns to Channel Talk later, they will be recognized as a new user.
To delete a customer:
In Contacts, click the profile of the customer you want to delete.
Click View Customer Profile.
Click the […] button below the customer’s profile picture.
Select Delete to remove the customer.
You can also select multiple customers from the list and delete them all at once.
You can block and manage customers who send persistent spam or use inappropriate language during chats.
Once blocked, these customers will no longer appear in your contact list. You can only find them under [Blocked Customer Management] located at the bottom left of the contact page.
From the Blocked Customer Management list, you can also unblock customers at any time.
Go to [Contacts].
Open the [Customer Profile] of the person you wish to block.
Click the […] button to block the customer.
Blocked customers won’t see the Channel Talk button when they visit your site or service.
Blocked customers won’t be included in MU counts.
You won’t be able to chat with, or send marketing messages to, blocked customers.
If there is an active chat, messages will no longer be delivered to the blocked customer.
Outbound calls to blocked customers won’t go through.
Incoming calls from blocked customers will be marked as missed and won’t connect.
Blocked customers will be removed from marketing message target lists.
To unblock a customer, go to Blocked Customer Management and select the option to unblock.