Sinch Community

Customers have two properties by default:  number: Number is an identification number that depends on the channel. For example, WhatsApp uses phone number and Telegram uses numerical ID for identification. name: Engage usually retrieves the name of the customer from the channel automatically.   To store more information about the customer and provide your agents with a better view, create additional customer properties. Additionally, customer properties can be used for grouping your customers so that you can create different audiences for different purposes.    To create a customer property: Go to Customers > Customer properties. Click the plus button   to add a new property. In the Name field, enter the property's technical name (no spaces allowed) and, in the Label field, the property name to be displayed to users. Select the property type (see descriptions below) and whether the property is shown to the customer and the agent. Select an Access control for users. Click CREATE.   Property types are: Number: a series of digits that can include a decimal separator. For example, 3.1415926 or 65535. Text: for example "Champ de Mars, 5 Av. Anatole France, 75007 Paris, France" Word: a series of letters and digits, no spaces allowed. For example: "ClassOf2023". Single choice: one selected option from the set defined by the admin. For example, one favorite color from the set of red, blue, green, cyan, magenta, yellow, grey, white, and black. Multiple choice: same as single choice but more than one option can be selected Location: a location on Google Maps. You can use the Google Maps widget to select it. Date: date only, no time Time: time in the format of hours and minutes, no seconds   If the property is shown to the agent, the agent can modify it in the Customer details extension at Conversations > Workspace.   If the property is shown to the customer, they can modify it by opening a page with the customer data. The customer can request the URL for the page by sending you a text message with the text profile. ... View more

Audiences are used for segmenting your customers based on their properties. After you have created an audience, you can use it to send mass communication, for example, a newsletter or a campaign offer.   Create an audience   Go to Customers > Settings and select the Audience tab. Click the plus   at the top right. Enter a name for the audience. Select something descriptive and unique. Define the criteria for customers in your audience. For each condition, select the customer property and condition for it. Combine conditions using AND and OR operations, and group conditions into condition groups as needed. Combine condition groups also using AND and OR operations. Under conditions, you can see the number of customers that fulfill the conditions you've entered. Click Save. Edit an audience   Go to Customers > Settings and select the Audience tab. Click the three lines ☰ and select the audience. Edit the information you want to change. Click Save. View an audience   Go to Customers > All customers. Click the filter icon and select the audience you want to view. Delete an audience   Go to Customers > Settings and select the Audience tab. Click the three lines ☰ and select the audience. Below the conditions, click Delete.  Confirm your actions in the popup by clicking Delete.   Note: Unless explicitly specified in the audience's rules, customers with inactive newsletter status are excluded.   See also: Send a message to an audience ... View more

In Engage, customers can be created in three ways: When a customer contacts you for the first time, they are added automatically into Engage. Engage adds the customer based on phone number and includes basic information received from the channel. After this, an agent or a bot can add additional customer details. Admin or dispatcher uploads a list of customers. Admin or dispatcher creates a customer manually. Upload customers from a CSV file   Go to Customers > All customers.  Above the Customers table on the top right, click the three dots   and select Upload CSV. Select the file you want to upload and wait until the Import completed message appears. Create a single customer manually   Note: You will send a billable WhatsApp message to the customer.   Go to Customers > All Customers. Above the Customers table on the top right, click the three dots   and select Add WhatsApp customer and send notification. A popup appears. In the popup, enter the customer's phone number in international format without spaces, dashes (-), or the plus sign (+). For example, 12124567890, but not +1-212-456-7890 or +12124567890. Select the WhatsApp message template. Additional fields appear. Select language and click Submit. The customer is created in Engage. You may need to reload the All customers view to find it. ... View more

Customers is the part of Engage that enables creating, editing, and deleting customer records. The main tasks you can handle in the Customers view are: Add and delete a customer Import and export a list of customers to/from the system Look for a specific customer or customers by viewing, sorting, searching, and filtering the list of all customers stored in the system Switch to Conversations to view the latest conversation with customer Block or unblock the customer from sending any messages Change if the customer is subscribed to newsletters Segment customers into Target groups based on their properties for targeted communication Add, modify, and delete additional properties for customers ... View more