Contact properties can be very useful in your work with visitors or customers, allowing great flexibility in information management.
What are the characteristics of a relationship?
Contact properties are data that you can assign to your visitors and customers (via flows or manually). Contact properties assigned to contact creations are then saved in the Contacts section. You can also use this data later for condition nodes in flows so that your flows can be more personalized.
Setting new connection properties
To create a new contact property, go to the Settings section.> Contact properties in your Tidio control panel.
There you will see a list of all the custom context properties that already exist, as well as an option to create new ones on the top right:
Note that the list also shows the operator who created the property, as well as the option to see any relationships that have a particular property assigned to them. You can also choose to hide your relationship properties if you want, so that they don’t appear in certain lists later (to avoid using a property that shouldn’t be used anymore).
Click the Create Contact Attribute button to give the attribute a name, for example, ‘Favorite Color’ or ‘Shoe Size.’
You also need to choose the property type , which is critical; this will determine what type of data your new relationship property can contain, such as text, email addresses, numbers, or URLs. Note: You can’t change the type later, so make sure you choose the right type for your new property!
To edit the tag of an existing relationship attribute, hover your mouse over the attribute and click the pencil icon. To view the relationships assigned to a particular attribute, click the Show Relationships button.
To learn more about managing your connections, visit our complete guide to the Connections section.
[note_box] Tip: When creating a new relationship attribute, think about the information that could be most useful to you in the future. For example, if you run a clothing store, attributes like “shoe size” or “preferred style” can help you offer personalized products to your customers. [/note_box]
Updating contact properties through flows
Now that you know what relationship properties are, let’s take a look at the scripts and how they actually work. Some default properties are already available in Tidio; if you want to use custom data, you’ll need to define your own properties first.
In other words, if you want to store and track a contact’s favorite color and age, you’ll need to define a ‘color’ property and an ‘age’ property.
Once the properties are set, you can export your contact list containing email address, favorite color, and age for each matching recipient.
example
In this example, we will look at an Automated Customer-Product Grouping script. Our goal is to group our customers by clothing brand and provide information about the availability of the specific brand they chose. To do this, we will use a custom property (which we created earlier in the settings section) and a relationship specification.
In this example, the custom context attribute will primarily be Product Brand , which is a text type attribute – but we will also use Shoe Size , which is a number type attribute.
Create a decision node to allow the customer to choose their brand and then use the Update Brand Relationship Property action as a value – select the Product Brand property and set the value to the brand name:
The entire flow allows the customer to choose one of three brands in this example, and the general setup looks like this:
When a specific brand is selected in the decision action, the flow uses the Update Relationship Attribute action to apply a specific attribute (or attributes) to that customer, and apply a value to each attribute as well.
Here’s what the decision step looks like in the example editor:
When the customer selects one of the products, the flow applies the appropriate product brand value (brand name) to that customer, and continues with a message and a link to the appropriate product page. Here, the product brand attribute is used within the message itself:
This way, the customer can see the selected brand name when they receive the message:
In another example in our flow, when a customer selects a particular brand that may be out of stock, the flow explicitly informs them of this – and then asks the customer for their shoe size (so that store staff can check availability later, and contact the customer via email):
The flow uses the Ask a Question action to ask about shoe size. This simple action is a great way to collect this kind of individual data, but it needs to be set up properly to save the information in a useful way. In particular, make sure you enable the option called Save answer as contact attribute , which is at the bottom of the action settings:
Select the correct relationship property from the list that appears ( Shoe Size in this example), and the flow will be able to save the customer’s answer correctly. Of course, this will only work if the customer gives the correct answer – shoe size has to be a number, after all (this is determined by the relationship property type).
Notice how you can use any existing contact attribute within your flow’s messages; simply click the open brackets icon { } to insert an attribute, or start typing inside open brackets:
In the flow editor, you’ll always see properties inserted this way in your flow messages, and you can change them at any time, of course. Using properties in messages can be useful when you’re sending a message that needs to use different data, depending on what the client provided earlier.
For the client’s sake, the message will simply include the appropriate information – as long as it was available in your Tidio project for that client:
While you’re chatting with a customer, you’ll see all the context attributes that have a value assigned to their specific case, for example, the shoe size they provided, or the product brand they chose:
The same information is available when you go through your customer list, in the columns:
How to use lead scoring in Tidio
Lead scoring is the process of assigning values to each lead you generate for your business, usually in the form of numerical points. You can rank your leads based on a number of attributes, including the information they provided to you and how they interacted with your website. This process helps you prioritize leads, respond to them appropriately, and increase the rate at which leads convert to customers.
You can award points for a variety of actions. Points can be assigned once, awarded, and/or deducted after each completed activity.
Note that you must first register the email address for the contact to appear in the contact list. To request the email, use a pre-call survey or lead generation flow ; most lead scoring scripts are based on returning visitors. Once you register their email address – you will see it assigned to the contact attribute.
example
Number of page views
In this example, we will create a new contact attribute and automation for lead scoring.
If you want to create a lead score for a specific contact, the number of pages viewed can be the best indication of a person’s interest in a particular product. This feature keeps a running count of the number of times a person has viewed one of your web pages. The higher the number, the more engaged they are; you can notice the right time to reach out to highly interested users.
First, create a new connection property:
Once the feature is ready, create a new flow from scratch. Use the Visitor opens a specific page as a trigger. Use the No Limit (Send on Every Visit) option to have it run every time someone visits that page.
Launch the Set Relationship Property action node into the workspace and select the relationship property created earlier. Set the relationship property to Increment (+) by 1.
This feature will now keep a running count of the number of times a person has viewed a specific page. To check for matching connections, visit the Connections section.
[note_box] Practical example: If you run a content site, you can use the “Pageviews” feature to identify which articles are most popular with your readers. This way, you can focus on creating similar content in the future. [/note_box]
Add contact properties manually
If you want to add a contact attribute to your contact during the chat conversation – you can do so on the right side in the Visitor Details section. This can be helpful when you are trying to save important data about the visitor that you may use in the future.
You can select the relationship property from the list of available properties or create a completely new relationship property.
Importance of relationship characteristics
Contact profiles are a vital tool in customer relationship management. They allow businesses to gather valuable information about their customers, leading to better service and personalized experiences. When you understand your customers’ needs and preferences, you can offer them products and services that are right for them.
Benefits of using contact properties
- Improving customer service: By understanding customer preferences, you can provide more personalized service.
- Increase sales: When you offer products that are relevant to customers, they are more likely to make a purchase.
- Improve customer loyalty: Customers who feel understood are more likely to return to your business.
- Collect important data: Contact features allow you to collect data that can improve your marketing strategies.
Best practices for managing contact properties
- Keep your customer information up to date: Make sure your customer information is up to date. Outdated data can lead to incorrect assumptions.
- Using custom attributes: Feel free to create custom attributes that can help you understand your customers better.
- Data Analysis: Analyze the data you collect to understand trends and improve your service.
- Staff training: Make sure your staff knows how to use contact features to improve customer service.
summary
Contact properties are an essential tool for any business that wants to improve the relationship with its customers. By using these properties, you can collect valuable information, improve customer service, and increase sales. Investing in the proper management of contact properties can yield many positive results for your business.