Contact Management

Every conversation in ChannelX is tied to a person. The Contact Management area is where those people live: a searchable database of the customers you have spoken with, complete with their profile details, the channels they reached you on, and the history of past conversations. Keeping this data clean and well organised is what lets you personalise replies, route work to the right team, and understand who you are actually serving.

This section covers how contacts get created, how to enrich them with information that matters to your business, and how to slice your customer base into reusable groups.

Tip

A little structure goes a long way. Spend time early defining the custom attributes and segments your team cares about, and the rest of ChannelX, automation rules, reports, and routing, becomes far more powerful.

In this section:

1. Understanding contacts — how contacts are added, sorted, filtered, and acted on.
2. Custom attributes — track extra information beyond name and email.
3. Segments — save contact filters as reusable groups.