Adding / Updating Contact details in Inbox

This section covers on how to add or update contact details in Mercuri CX Conversation inbox to keep customer details in one place

Contact info

Overview

Creating new contact in Conversation Inbox

One helpful feature of the Mercuri CX Conversation Inbox is that it lets you easily add or update contact details while chatting with a customer.

One can quickly fill in basic info like:

• First and last name

• Email

• Phone number (with country code)

• Company name (optional)

• Subscription status (Subscribed or Unsubscribed)

This makes it easier for the business team to keep customer details in one place, understand who they’re talking to, and follow up better, all without switching screens.

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How to add Contact details :

• Go to the Conversation Inbox and open the chat where you want to add contact information.

• On the right side panel, click on Create New Contact.

• Fill in the details such as Name, Email, Phone Number, and Company Name (optional).

• Once done, click on Save Contact.

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Managing Saved Contacts in Mercuri CX (Add tags, Edit, and Delete contacts)

Managing Saved Contacts in Mercuri CX

Once you’ve saved a contact, you can easily personalize and manage their information:

• Add Tags: To better categorize or identify the customer, click the “+ Add Label” icon on the contact card. This helps you organize conversations based on tags like “VIP,” “New Lead,” or “Follow-up.”

• Edit Contact: If you want to update any details (like phone number or email), click the pencil/edit icon on the contact card.

• Delete Contact: To remove a contact from your list, click the trash bin/delete icon.

These options help you keep your customer data clean, organized, and easy to manage, making follow-ups and personalized engagement smoother for your team.