Channel Contact
This module provides a centralized location to view and manage contact information for all your integrated social media channels within the Omnichat platform. To access this section, head to the Social CDP Module, then click on the dropdown and select Channel Contacts.
Channel Contacts Interface
Select the channel that need to be reviewed
Total number of contacts for each platform: The total number of valid contacts are updated hourly.
Total number of contacts in current channel: "Subscribed" + "Unsubscribed"
Contact Information
Name / Contact Avatar
Member ID
Email
Phone
Subscription Status / Subscribed At
Tag: Tags attached to the contact person in this channel
Custom attribute: Member related data integrated into the backend via API or data collected through Custom Attributes for Chatbot will be displayed at this section.
View Details
View Chats
Unsubscribe
Delete Contact: You can manually delete active contacts from Facebook, LINE, Instagram, WhatsApp and Webchat
Type "DELETE" in uppercase in the input box, then press "OK"
This action will permanently delete the contact's information and chat history in Omnichat backend.
To reduce the number of "valid contacts"
Please note that once this action is performed, it cannot be reversed.
Once the contact's information is deleted, the system will take approximately 60 to 90 minutes to update. Please return to this page later to view the latest contact information and number of contacts
Search: You can use this function to search for specific contacts based on different criteria.
Search by using contact's name: You can search the contact by using the contact person's name. Please note that you must enter the full name for the search result to appear.
Select "Add Condition" to set filter criteria. You can add multiple sets of criteria to filter specific contact information. The filter criteria are divided into customer information, time related interaction, interaction scenarios and OMO-related (only available to users who have purchsed OMO plan)
Customer information
Tag: You can filter contacts with specific tags or exclude contacts with specific tags.
Member ID
Phone
Email
Over-the-Limit
this refers to contacts that exceed the contact limit allocated by Omnichat. This quota depends on the subscription plan you originally purchased. If you need to upgrade your contact capacity, you can purchase an add-on (please contact your dedicated consultant or our online support team)
Feature Limitations: For contacts flagged as over-the-limit, you can still engage in "1-on-1 live chat" with them. However, they cannot be targeted for automated marketing actions, including: Auto-replies, Broadcasts, Website Re-marketing, and Abandoned Cart Messages.
Non-Real-Time Updates: The over-the-limit syncs once a day at midnight. Therefore, any newly added (purchased quota) or deleted contacts will take until the following day to reflect in the system. If you have urgent needs, such as a scheduled broadcast, we highly recommend adjusting your numbers in advance.
Time
Subscribed At: The time during which contact subscribed or followed official account.
Last Interaction time from Customer: The last time contact interacted with your official account or fan page - such as sending you a message, interacting with the chatbot you designed or subscribed to your official account.
Last Promotion Messages from Team: The last interaction message to the contact including abandoned cart remarketing messages and broadcasts.
Last Interaction from Team: One-to-one chat conversation between official account customer service personnel with contact.
Last checkout time: You can set a date range for the final checkout time to filter contact's last checkout time.
Last Broadcast Read Time: Contact's last read /view broadcast time.
Last Broadcast Click Time: The time when any button within the broadcast was clicked.
Interaction
Mobile Number Binding
Website Binding
Subscribe to Facebook marketing messages
Read Broadcast Message
Clicked Broadcast Message
OMO-related (only available to users who have purchsed OMO plan)
OMO Binding Status
OMO Binding Members
OMO Binding Stores
More
Import: For information on import channel contacts, kindly refer to the Import Channel Contacts or Import Customer (CDP plan only)
Add Whatsapp Contact:
Select the account you want to add a WhatsApp conversation
Input name
Select "Country/Region" and input the contact number
Label the contact
View Test List: You can first select the channel you want to view in the upper right corner and the system will list the test list for that channel.
Add to Test List: After adding, you can send test broadcast messages to the contacts added into the list
Add / Remove Tags
Change Subscription Status in bulk: You can change the selected contacts to "Subscribed" or "Unsubscribed"
When the system is processing batch subscription status change, the same operation can only be performed again after the initial process is completed; however, functions such as "Batch Contact Delete" and "Export" can still be performed simultaneously.
When you select all contacts, the actual contacts updated will be based on the latest results at the time of execution.
If Omnichat Webhook has been configured (customer/channel_subscribe,customer/channel_unsubscribe), the system will send a Webhook notification with Endpoint URL when changes are made.
Note: Contact resubscribe will no longer check whether the contact has blocked the official account but the subscription will still be successful.
Export
Member IDs from various channels can be exported as CSV file format.
LINE - UID
Facebook - PSID
Instagram - IGSID
WhatsApp - Contact number
To export specific contacts, kindly use the "Search" function to filter the contacts before exporting.
If no specific contacts selected, you can click on "Export" to export all contact information from the channel.
Export data field
Preset:
Name:
Channel User / Member ID
Limited time offers or add on purchases will include:
Tags
Custom attributes (This will be displayed if the add to cart feature is available)
Subscribed At
Subscription Status
Last Message Time
Also supports exporting member ID information (add to cart feature available), When exporting a contact, the following information will also be exported:
Member ID
Email
Phone
Delete Contacts in bulk: Allows you to delete all selected contacts at once.
Only admistrators have the authority to delete contacts.
When performing a deletion, you need to enter "DELETE" in all uppercase to execute.
Deleting a contact will not only remove the Channel Contact but also delete their chat history.
Whether deleted individually or in bulk, the system will completely delete the Omnicustomer as long as it does not contain a Webchat User and has no other associated Channel Users.
When selecting all, the actual number of contacts deleted will depend on the latest result at the time of execution.
During batch deletion, the same operation can only be performed again after the initial process is completed; however, functions such as "Batch Contact Delete" and "Export" can still be performed simultaneously.
Please note that once this action is performed, it cannot be reversed.
Contact Details: Actions
Clicking the three dots (...) under the "Actions" column for a contact will reveal their complete profile. This is where you can see all the information regarding that contact.
1. Contact information
Contact information (LINE)
Contact Channel
LINE User ID
Member ID
Email
Phone
Website Binding: Whether completed "Website Binding", "LINE Channel Pop-Up Binding Message" or "Chatbot Binding" that redirects back to official website.
91 APP Membership Binding: An exclusive feature for 91 APP store platform users.
Phone binding: Customers must complete "Phone binding" process before they can successfully view their personal membership card information on LINE.
Subscription Status: Will display "Subscribed" or "Unsubscribed".
Subscribed At
Last Checkout Time
Last Interaction from Team: The last time a message os sent by the brand's customer service personnel.
Last Promotion Message from Team: The last time a message os sent by the bran's customer service personnel.
Last Interaction from Customer: The last time the contact person interacted with the brand's page such as the customer sending a message, interacting with chatbot or subscribing.
Contact Information (Facebook)
Contact Person's Channel
FB PSID
Member ID
Email
Phone
Website Binding: Whether completed "Website Binding", "Facebook Channel Binding Pop-Up Message" or "Chatbot Binding" that redirects back to official website.
Subscription Status: Will display "Subscribed" or "Unsubscribed".
Subscribed At
Subscribe to Facebook Notification: About Facebook Recurring Notification Card
Last Checkout Time
Last Interaction from Team: The last time a message os sent by the brand's customer service personnel.
Last Promotion Message from Team: The last time a message os sent by the bran's customer service personnel.
Last Interaction from Customer: The last time the contact person interacted with the brand's page such as the customer sending a message, interacting with chatbot or subscribing.
Contact Information (Instagram)
IG SID
Member ID
Email
Phone
Website Binding: Whether completed "Website Binding", "Abandoned Cart Remarketing | Binding Pop-Up Message Set Up" or "Chatbot Binding" that redirects back to official website.
Subscription Status: Will display "Subscribed" or "Unsubscribed".
Subscribed At
Last Checkout Time
Last Interaction from Team: The last time a message os sent by the brand's customer service personnel.
Last Promotion Message from Team: The last time a message os sent by the bran's customer service personnel.
Last Interaction from Customer: The last time the contact person interacted with the brand's page such as the customer sending a message, interacting with chatbot or subscribing.
Contact Information (WhatsApp)
Contact Person's Channel
Member ID
Email
Phone
Website Binding: Whether completed "Website Binding", "WhatsApp Channel Binding Pop-Up Message" or "Chatbot Binding" that redirects back to official website.
Subscription Status: Will display "Subscribed" or "Unsubscribed".
Subscribed At
Last Checkout Time
Last Interaction from Team: The last time a message os sent by the brand's customer service personnel.
Last Promotion Message from Team: The last time a message os sent by the bran's customer service personnel.
Last Interaction from Customer: The last time the contact person interacted with the brand's page such as the customer sending a message, interacting with chatbot or subscribing.
Unbind phone: You can manually unbind a contact's phone in the Channel Contact interface.
View Chats: Clicking "View Chats" will take you to the conversation history for this contact.
Unsubscribe: You can manually unsubscribe from Facebook, LINE, Instagram and WhatsApp contact from the backend.
Broadcast
Website marketing broadcast
Cart remarketing broadcast
2. Custom Attribute
Member related data integrated into the backend via API or data collected through Custom Attributes for Chatbot will be displayed at this section.
3. Tag
Tags will be displayed in this field.
Frequency of taggings: On this page, you can view the number of times a customer has been tagged within a custom range and you can select the desired range by filtering the tagging time in the upper right corner.
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