CRM

A successful CRM strategy begins with understanding your customers. Learn how to manage customer profiles, track interactions, and build comprehensive customer records using Ulka Chat's CRM features.

Overview

Ulka Chat's CRM (Customer Relationship Management) system helps you centralize customer information, track all interactions, and build comprehensive customer profiles. Every conversation, social media interaction, and transaction is automatically linked to customer profiles, giving you a complete view of each customer's journey.

Understanding Contacts

What is a Contact?

A contact is a customer profile stored in Ulka Chat. Contacts are automatically created when:

• A customer starts a conversation
• A customer sends a message through social media
• You manually create a contact

Each contact has:

• Profile Information: Name, email, phone, avatar
• Conversation History: All past conversations
• Tags: Custom tags for categorization
• Properties: Custom fields and attributes
• Activity Timeline: Complete history of interactions
• Social Profiles: Linked social media accounts

Managed Users (MU)

Managed Users (MU) represents the total number of customer profiles stored in Contacts. Your subscription plan includes a specific number of MUs, with options to purchase additional capacity as needed.

View Your MU Usage:

1. Go to Settings > Organization Settings > Subscription
2. View Managed Users count and limits
3. See how many MUs are available

Managing Contacts

Viewing Contacts

Access your contact list to view and manage all customers.

1. Navigate to CRM > Contacts from the main menu
2. View contacts in a list or card view
3. Use search and filters to find specific contacts

Contact List Columns:

• Name
• Email
• Phone
• Last Conversation Date
• Tags
• Properties (custom fields)
• Actions

Searching Contacts

Find contacts quickly using search.

1. Click the Search bar at the top of the contacts page
2. Enter search terms:
   • Name
   • Email address
   • Phone number
   • Tag name
   • Property value
   • Conversation content

Search results update in real-time as you type.

Filtering Contacts

Filter contacts by various criteria.

1. Click Filters in the contacts page
2. Select filter criteria:
   • Tags: Filter by specific tags
   • Properties: Filter by custom properties
   • Last Activity: Recent activity (last 7 days, 30 days, etc.)
   • Has Conversation: Contacts with/without conversations
3. Click Apply Filters

Save frequently used filters for quick access.

Creating Contacts Manually

Create contacts manually when needed.

1. Go to CRM > Contacts
2. Click Create Contact
3. Enter contact information:
   • Name (required)
   • Email (optional but recommended)
   • Phone (optional)
   • Company (optional)
   • Notes (optional)
4. Add tags if needed
5. Set custom properties
6. Click Create

Editing Contacts

Update contact information at any time.

1. Go to CRM > Contacts
2. Find the contact you want to edit
3. Click on the contact to open the contact detail page
4. Click Edit at the top
5. Update any fields:
   • Name, email, phone
   • Avatar/profile photo
   • Company information
   • Notes
6. Click Save to apply changes

Merging Duplicate Contacts

If you have duplicate contacts, merge them into a single profile.

1. Go to CRM > Contacts
2. Find duplicate contacts
3. Select contacts to merge (checkboxes)
4. Click Merge Contacts
5. Choose which contact to keep as primary
6. Confirm the merge

Note: Merging combines all conversations, tags, and properties. This action cannot be undone.

Deleting Contacts

Delete contacts that are no longer needed (requires confirmation).

1. Go to CRM > Contacts
2. Find the contact you want to delete
3. Click Delete in the contact detail page
4. Confirm the action

Warning: Deleting a contact will:

• Remove the contact profile
• Archive all associated conversations
• Remove tags and properties
• This action cannot be undone

Contact Profile

Viewing Contact Details

Open a contact's profile to see complete information.

1. Go to CRM > Contacts
2. Click on a contact name or avatar
3. View the contact detail page with:
   • Overview: Basic information and summary
   • Conversations: All conversations with this contact
   • Activity: Complete activity timeline
   • Properties: Custom properties and fields
   • Tags: Applied tags
   • Social Profiles: Linked social media accounts

Contact Properties

Custom properties allow you to store additional information about contacts.

Default Properties:

• Name
• Email
• Phone
• Company
• Website
• Address
• Notes

Creating Custom Properties:

1. Go to CRM > Contacts
2. Open a contact detail page
3. Scroll to Properties section
4. Click Add Property
5. Enter:
   • Property Name: e.g., "Customer Tier", "Lifetime Value", "Preferred Language"
   • Property Type: Text, Number, Date, Boolean, Select
   • Default Value (optional)
6. Click Save

Setting Property Values:

1. Open a contact detail page
2. Scroll to Properties section
3. Click Edit next to a property
4. Enter or select the value
5. Click Save

Properties can be used for:

• Segmentation
• Filtering
• Personalization
• Workflow conditions

Contact Tags

Tags help organize and categorize contacts.

Adding Tags:

1. Open a contact detail page
2. Scroll to Tags section
3. Click Add Tag
4. Select existing tags or create new ones
5. Tags are saved automatically

Common Tag Categories:

• Customer Type: VIP, Regular, Trial, Enterprise
• Product Interest: Product A, Product B, Feature X
• Status: Active, Inactive, Churned, Lead
• Source: Website, Social Media, Referral, Email

Using Tags:

• Filter contacts by tags
• Create segments based on tags
• Use tags in workflows for routing
• Personalize messages based on tags

Activity Timeline

View a complete history of all interactions with a contact.

1. Open a contact detail page
2. Scroll to Activity section
3. View timeline of:
   • Conversations started/replied
   • Messages sent/received
   • Tags added/removed
   • Properties updated
   • Payments processed
   • Social media interactions
   • Workflow actions

Activity timeline is automatically maintained and cannot be manually edited.

Segmentation

Creating Segments

Create contact segments based on criteria for targeted marketing and communication.

1. Go to CRM > Segments
2. Click Create Segment
3. Enter segment name and description
4. Define segment criteria:
   • Tags: Contacts with specific tags
   • Properties: Contacts matching property values
   • Activity: Recent activity (last conversation, payment, etc.)
   • Conversations: Number of conversations, resolution status
5. Preview contacts that match criteria
6. Click Save

Managing Segments

• View Segment: See all contacts in a segment
• Edit Segment: Update segment criteria
• Delete Segment: Remove segment (doesn't delete contacts)
• Export Segment: Export contact list for external use

Using Segments

Use segments for:

• Targeted marketing campaigns
• Personalized messaging
• Workflow routing
• Analytics and reporting
• A/B testing

Contact Import/Export

Importing Contacts

Import contacts from CSV or Excel files.

1. Go to CRM > Contacts
2. Click Import Contacts
3. Download the import template (CSV)
4. Fill in contact information:
   • Name (required)
   • Email (optional)
   • Phone (optional)
   • Custom properties
   • Tags (comma-separated)
5. Upload the completed file
6. Preview import results
7. Map columns to contact fields if needed
8. Click Import

Import Tips:

• Use the provided template for best results
• Ensure email addresses are valid
• Duplicate emails will merge with existing contacts
• Tags can be comma-separated in one column

Exporting Contacts

Export contacts for external use.

1. Go to CRM > Contacts
2. Apply filters if needed (export specific contacts)
3. Click Export
4. Choose export format:
   • CSV: Spreadsheet format
   • JSON: Developer-friendly format
5. Select fields to export
6. Click Export

Export file will be emailed to you within a few minutes.

Integration with Conversations

Linking Conversations to Contacts

Conversations are automatically linked to contacts when:

• Customer starts a conversation (contact is created/updated)
• Customer sends a message through social media
• You manually link a conversation to a contact

Manual Linking:

1. Open a conversation
2. Click Link Contact in conversation header
3. Search for existing contact or create new one
4. Click Link

Viewing Contact Conversations

See all conversations with a specific contact.

1. Open a contact detail page
2. Go to Conversations tab
3. View all conversations with this contact
4. Click a conversation to open it

Best Practices

Data Quality

• Keep Information Updated: Regularly update contact information
• Verify Email Addresses: Ensure email addresses are valid
• Use Consistent Naming: Follow naming conventions for companies/titles
• Regular Cleanup: Remove duplicate contacts and outdated information

Organization

• Use Tags Strategically: Create a tag taxonomy for consistency
• Set Custom Properties: Store important information as properties
• Create Segments: Segment contacts for targeted communication
• Document Notes: Add notes about important interactions

Privacy and Compliance

• Respect Privacy: Only collect necessary information
• GDPR Compliance: Handle customer data in compliance with GDPR
• Data Retention: Configure data retention policies
• Export Data: Allow customers to export their data

Analytics

View CRM analytics to understand your customer base.

1. Go to CRM > Analytics
2. View metrics:
   • Total contacts
   • New contacts (period)
   • Contacts by tag
   • Contact growth trends
   • Activity distribution

See Operation for detailed analytics information.

Support

Need help with CRM? Visit our Help Center (opens in a new tab) or contact support@ulka.chat.