1. Introduction

Centralize customer data, including phone numbers, emails, channel sources, and visitor tags, and streamline engagement with tools for mass messaging, tagging, and targeted marketing. Optimize user management and campaign planning in one platform.

2. Key Features

2.1. All customers

"All Customers" refers to every user who has either opened the chat plugin or interacted with any social media account connected to SaleSmartly (such as Email, Instagram, LINE, WhatsApp, Telegram, etc.).

2.2. My clients

"My Clients" on the other hand, refers specifically to the users that support agents, have personally assisted. This includes users who have opened the chat plugin or communicated via any social media account linked to SaleSmartly (e.g., Email, Instagram, LINE, WhatsApp, Telegram, etc.).

2.3. View customer profiles

In the [Client - Customer List], you can view the social media channels, social media account information, current customer service, email, mobile phone, country/region, city, language, visitor tags, status, notes, creation time, last communication time, visitor's last reply time, translation language and other information of effective customers.

Of course, you can also customize the display columns and select the information categories you want to display in the information bar, as shown below:

2.3. Filter Users

Users can be filtered based on creation time, channel, name, email, mobile phone, country, city, language, visitor tag, note, note name, status, note name, blacklist, group type, current customer service and other information.

Quickly locate your target group and conveniently send group messages, and group emails, tag them, and export user data.

2.4. Import and Export User Data

2.4.1 Import data

Bulk import: You can select Excel file or manually copy and paste to bulk import customer data from WhatsApp API, Email, and WhatsApp App to [Contacts] to facilitate the management of your users.

Excel: Before using Excel import, you can download the Excel template and modify it according to the prompts in the template; you can apply tags to help you better manage these users during import.

Manual:

• WhatsApp API: When importing customer WhatsApp accounts, you need to select the WhatsApp account to which you want to assign the imported customers. You can also choose to assign the imported customers to a specific customer service account.

• Email: After importing user mailboxes, you need to select an email account to chat or send group messages to the imported customers. At the same time, you can also assign the imported customers to a designated customer service account.

WhatsApp App: After importing the user WhatsApp App, you need to select the WhatsApp App account to chat or send group messages to the imported customers. At the same time, you can also assign the imported customers to the designated customer service account.

Notes: SaleSmartly currently supports importing up to 15,000 rows at a time; Chinese numbers cannot be imported and will be automatically blocked.

After the bulk import, you can confirm the import result again. If the import fails, you need to modify it according to the prompt message or click to view the common import failure questions: https://help-en.salesmartly.com/docs/customer-list/#af2a4d2810d86aa0169c117f82682f9a to import again.

2.4.2 Information export

You can also export user information. SaleSmartly supports exporting up to 10,000 pieces of data at a time. Extract up to 10,000 records per batch for reporting.

2.5. Talk Back

Click on the user's name to view the user's chat details and basic information. You can also click talk back to start a conversation and reach the user again.

2.6. Bulk Actions

2.6.1 Labeling

Select Batch Operations> click Tagging > check the tags you want to add, you can select multiple tags > select Add tags/overlay tags > click OK, and the tagging is successful.

Note: Adding a label will not affect the existing label, only the new label will be added. Overwriting a label will add the selected label to the customer, and the other existing labels will be cleared.

6.2 Delete contacts

Check the customer > select Batch Operations > click Delete to delete the contact.

Note: Requires admin permissions to remove users permanently.

2.7. ONE ID

ONE ID is a globally unique identifier generated by the system for each customer. It consolidates a customer’s contact information across different channels, creating a unified customer profile.

Within [Customer Information] → [Duplicate Contact Recommendations], the system automatically detects potential duplicate contacts based on key details such as phone numbers or email addresses. This helps multi-channel operators quickly identify and merge customer records, ensuring data accuracy and completeness.

During a live chat, if a duplicate is detected in [Duplicate Contact Recommendations], you can link them by selecting [Associated with the Same Customer]. The system will then assign a single ONE ID. If the customer later reaches out through a new channel, you can also manually link the records.

Once linked, you can simply search the ONE ID in the [Customer List] to view all connected social media accounts for that customer, enabling more accurate tracking and personalized service.

Frequently asked questions

1. Reasons for failure in bulk importing WhatsApp App/Email contacts

Cause:

(1) The template example in the table was not deleted.

(2) The social media account is not filled in.

Please delete the sample before batch importing, as shown below:

(3) The customer’s mobile phone number or WhatsApp app/Email account integrated in the system is not filled in.

The phone column (i.e. customer number) and WhatsApp_account (i.e. WhatsApp app/Email account integrated with the system ) in the table are required.

(4) The remark name cannot exceed 20 characters. One letter of the English alphabet occupies one character.

2. Problem of incomplete exported user information and its solution

When I checked the user, I checked the box next to "Name" and selected the user, but when I exported the user information, there were only 20 user information instead of all user information.

A: If you want to check all users, please click "Check all XX customers" at the bottom to select all users. Checking the box next to "Name" can only select all users on the current page, not all users. The detailed check function description is as follows:

• If you only need to select a small number of specific users, simply check the box next to the user's name.

• If you need to select users on a certain page, check the box next to "Name";

• If you want to select all user information, click “Check all XX customers” at the bottom.

3. How to grant delete permissions?

It is updated in real time, but the customer dashboard data statistics are updated once an hour.

4. How do I grant team members permission to delete customers?

You can go to [Setup] - [Team] - [Role Management] - [Edit]. If you don't have a role, please create one first. Click here to see how to create a role.

Check Delete customer permissions and save.

Go back to [Setup] - [Team] - [People Management] - [Edit], select the role you just edited or created, and click Save.

5. What do Add, Overwrite, Skip, and Invalid mean in bulk import?

▪Add: If the contact does not exist in the customer list, add the contact.

▪Skip: If the imported contact already exists in the customer list or matches a contact in the imported Excel file with identical information, it will be skipped without any action taken.

▪Overwrite: If the number in the contact information is the same but other information has changed, the new information will overwrite the existing contact information.

▪Invalid: If the contact information is incomplete, inaccurate, or not in the correct format, it will be considered invalid and will not be added to the customer list.

6. Permission Error: Unable to Create Custom Audience from Customer List

Possible causes and solutions:

①Verify your ad account type: Ensure you are using a Page-owned ad account. This action is not possible with a personal ad account.

②Check and reauthorize permissions: Confirm that all necessary permissions were granted to the Facebook account during the initial authorization. Try reauthorizing the connection and then attempt the process again.

③Accept the official terms: Go to the following link (replace the part after act= with your own ad account ID):
https://business.facebook.com/ads/manage/customaudiences/tos/?act=
Check if the official terms need to be accepted and click 'Accept' if prompted.