Create contacts from conversations

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Create Contacts from Conversations

Introduction

Creating contacts from conversations is a valuable feature in ActiveCampaign that enables businesses to collect and manage customer information directly when they interact with your support team or chatbot. This feature is crucial as it enhances customer relationship management by capturing valuable contact details at the point of engagement. By transforming conversations into tangible contact records, you streamline communication and ensure that no potential lead is overlooked.

In this article, we will explore the methods to create contacts from conversations, access the necessary settings, provide detailed step-by-step instructions, discuss configuration options, offer best practices, troubleshoot common issues, and answer frequently asked questions.

How to Access This Feature

To access the capability to create contacts from conversations, you first need to ensure that the Conversations feature is properly set up in your ActiveCampaign account. You will find the necessary settings within the **Conversations** area of the left menu in your ActiveCampaign account.

Step-by-Step Instructions

There are three primary methods to create contacts from conversations:

Method 1: Create Contacts from Chat

1. Click on Conversations in the left menu, then navigate to Conversations Settings. 2. Select the Chatbot Automation tab. 3. Click on the Form block in the automation settings. A modal window will open. 4. Inside the form, ensure that the **Email Address** field is included (this is required). 5. Optionally, add fields for **Phone Number**, **Account**, and **Full Name**:

  - To make any of these fields required, check the **Required** checkbox beside each field.
  - To make them optional, you can uncheck the **Required** checkbox.
  - To remove a field entirely, click the X next to the field you want to delete.

6. After setting up your form fields, click the Save button. 7. As visitors submit the form through the chat widget, a contact profile will automatically be created in your ActiveCampaign account.

Method 2: Create Contacts from Inbound Emails

1. Set up a unique inbound email address that forwards emails into your Conversations inbox. 2. When you receive an email from an unknown address, a new contact profile will automatically be created. 3. The corresponding conversation will be visible in both the unified inbox and on the contact record under the Conversations tab.

Note: There are no automation triggers for contacts created via this method.

Method 3: Create Contacts from Facebook Messenger

1. When a conversation is initiated with a visitor on Facebook Messenger, access the visitor detail pane. 2. Select Click to add next to the email field. 3. Enter the visitor's contact information. 4. Click Save to create the new contact.

Method 4: Pass a Visitor's Email Address into Conversations Javascript

1. If a visitor is identified before starting a conversation, insert their email address into the Conversations Javascript code found under **Settings > Tracking**. 2. This allows any messages sent by the visitor to be associated with the matching contact profile.

Configuration Options and Settings

When creating contacts through conversations, you can configure the following options within the **Form** block:

- **Email Address**: This field is mandatory for creating a contact. - **Phone Number**: Can be set as required or optional. - **Account**: Can be set as required or optional. - **Full Name**: Can be set as required or optional.

These settings allow you to tailor the information you gather during conversations according to your specific business needs.

Best Practices and Tips

- Ensure to clearly define what information you require from visitors through the chat form. This will help in avoiding unnecessary friction during the chat. - Only collect information that is essential for communication purposes, respecting the visitors' privacy. - Utilize follow-up emails to encourage newly created contacts to subscribe to your email lists, making sure to include links to your online subscription form. - Monitor interactions via the Conversations unified inbox to maintain a seamless communication history with each contact.

Troubleshooting

If you're experiencing issues with creating contacts from conversations, consider the following troubleshooting tips:

- Ensure that the **Conversations feature** is activated in your account. - Confirm that you have properly configured your **Form** block with the necessary fields. - If contact creation from inbound emails is not functioning, check your email forwarding settings to ensure messages are routed correctly. - For Facebook Messenger interactions, verify that you are properly entering visitor information in the detail pane.

Related Features

- Automation: Learn how to automate follow-up actions after a contact is created. - Chatbot Automation: Set up automated responses to enhance your customer engagement. - Unified Inbox: Access and manage all chat interactions in one place.

FAQ

Can I email contacts created from the Capture Form?

No, contact records created via the Capture Form are not considered opted-in and cannot be added to email marketing lists. You may invite contacts to subscribe through follow-up communications.

What happens to visitors who leave before they submit an email address?

Conversations not completed before submission are captured and stored in your unified inbox. If the visitor returns within 30 days and submits their email address, a contact profile will be created.

Why do some of my contacts have social media links?

The social media links appear based on the email address shared by the visitor and provide additional context during interactions.

How do I customize the fields in the form used for contact creation?

You can customize form fields in the Form block within the Chatbot Automation tab under Conversations Settings. Adjust the required status and delete any unnecessary fields.

What is the limit on the fields I can collect in the form?

While there are no strict limits on the number of fields, it is best to keep the form concise to encourage visitor submission.

How do I access the Conversations unified inbox?

The unified inbox can be accessed directly from the Conversations section in the left menu of your ActiveCampaign account.

Is there a way to automatically link responses to contacts created from emails?

While there are no automation triggers associated with contacts created from inbound emails, their conversations will be logged under the contact's record in the Conversations tab.

By utilizing the features detailed above, you can effectively harness the power of conversations to create contacts, enhancing your customer management and engagement strategies in ActiveCampaign. ```