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Contacts: User data

Channel.io’s Contacts support easier customer management compared to Excel. In addition to simple search and contact management, you can easily filter customer data and set customer segments for various uses.
Contents

What information exists in user data?

It is divided into two main categories. 1) Information stored by Channel.io 2) Information stored by linking with the website or manually added
The user data list can be checked at [Channel Settings] → [General] → [Customer Profile data]
Information stored by Channel.io (Primitive)
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This information cannot be changed except for customer tags and consent for marketing subscriptions.
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You can decide what to display in the customer profile data (→guide←)
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When the display setting is updated, it will be hidden or displayed in the user chat guide info and Contacts.
List of data saved by Channel.io
Data Key value
Display name
Type
Remark
lastSeenAt
Last seen
Date
memberId
Member ID
String
tags
User tag
List
city
City
String
country
Country
String
member
Member
Boolean
True/False
language
Lanugage
String
sessionsCount
Total sessions
Number
web.browserName
Browser name
String
web.osName
OS name
String
web.device
Device
String
hasPushToken
Has push token
Boolean
unsubscribeEmail
Unsubscribe email
Boolean
unsubscribeTexting
Unsubscribe SMS
Boolean
createdAt
First seen
Date
mobile.sessionsCount
App sessions
Number
mobile.lastSeenAt
Last seen on App
Date
mobile.appName
App name
String
mobile.appVersion
App version
String
mobile.osName
App OS name
String
mobile.device
App device
String
id
Channel Internal ID
String
mobile.os
App OS
String
updatedAt
Last updated
Date
When this information updates, it will affect MAU counts
web.browser
Browser
String
web.lastSeenAt
Last seen on web
Date
web.os
OS
String
web.sessionsCount
Web sessions
Number
Information stored by linking with the website or manually added (User Profile)
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The data key value starts with profile.
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You can edit, change, delete and add the customer information by yourself.
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In order to additionally store the data in the member profile of the website in Channel.io Contacts, the actual data key value used on the website is required.
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For web builders, only limited profile values are linked to Channel.io.
User Profile data can be manually added or changed. We provide the frequently used profile data by default.
A list of data that can be used immediately (additional changes are possible)
Data Key Value
Display Name
Type
Remark
profile.mobileNumber
Mobile Number
String
profile.email
Email Address
String
profile.referrer
Referrer
String
Referrer URL. Once entered, it can not be changed
profile.utmCampaign
UTM Campaign
String
Once entered, it can not be changed
profile.utmMedium
UTM Medium
String
Once entered, it can not be changed
profile.utmSource
UTM Source
String
Once entered, it can not be changed
profile.utmContent
UTM Content
String
Once entered, it can not be changed
profile.utmTerm
UTM Term
String
Once entered, it can not be changed
profile.description
User Description
String
Area where manager takes note
profile.lastCheckoutCompletedAt
Last Ordered
Date
profile.name
Name
String
Received name via Profile bot
What is the difference between the name (name) and profile.name (name) of a primitive? name: The name to be saved as member information (website information linkage, etc.) profile.name: The name the customer enters into the profile bot (response follow-up information gathering chatbot)

How to import user data into Contacts? (Manual input, integration)

Add Lead individually
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You can manually add a ‘Lead’ contact information one at a time. (→ What is a lead?)
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By entering either the customer’s mobile phone number or email, the lead will be added to Contacts.
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Contact information that already exists in Contacts will not be added.
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Since the contact information is added by the manager directly, it will be saved as qualified (verified) information.
For web builders Only the profile values provided by each builder can be stored in the Channel.io Contacts.
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For Shopify, the user data will be automatically linked during installation. Guide You can also import customer information on the website before installation.
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Other builders The profile information provided by the builder will be saved.
For custom website 1, Insert the data key value of the website’s member information into Channel.io installation script to link. Guide 2. Please add the corresponding data in the customer profile data. Guide
Other options
1. Collect customer information using follow-up notifications 2. Collecting customer information using the Support bot form 3. Load and save customer information one by one using Open API

Customer profile display settings

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[Channel Settings] → General → [Customer profile data]
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Data items shown in Contacts and data items shown in Inbox Guest Information can be set differently.
Change data key value display order in Contacts
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You can change the display order right away by clicking and dragging the button located on the left side.
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Data key display orders set in the customer profile data list will be reflected in Contacts.
Archiving customer profile data in Contacts
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If there are data values that are no longer used, but you want to keep the collected data, you can archive them.
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Data values that have been archived are no longer collected. It is not visible in Contacts or Inbox once it’s archived.
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Archived key values will be greyed out in the Customer profile data list and they can be used again at any time when restored.
Display setting for guest information in Inbox
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You can change the display setting differently for guest information in Inbox
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In Contacts, you may update the display setting to review overall customer data and for Inbox, you may select to display the necessary customer data for the chat
Display setting in Contacts
Display setting in Inbox
What is the difference between hiding customer information and archiving a profile? Hiding customer information: It is not visible only in the user chat inbox, but all information can be collected and checked in Contacts Archiving customer data: It is inactive in the profile list and data is no longer collected. Once it’s archived, the data key will not be shown in Contacts and Inbox.

Add new profile information

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Setting location: [Channel settings] → [General] → [Customer profile data] → click [+Add new profile]
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Key
The data key value where you store the user data.
If you bring your homepage/app member information to Channel.io, please enter the actual data key value being used on your website/app.
If the information you would like to store in Channel.io is not connected to your webistte/app, please make it an easy-to-recognize alphanumeric value.
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Data Type
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Boolean (True/False)
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String (text)
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Number (Number/Decimal Number)
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DateTime (Timestamp must be sent in millisecond format)
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List (It is in the text form but it can be multi-selected like a tag list)
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Display Name
This is the name displayed in the Contacts or filtering list, or in the guest information area in Inbox

Search and use user data in Contacts

Quick search You can search for customers quickly by entering their name, mobile phone number, and email in the search bar.
Use [Advanced Filter]
You can filter data with [Advanced Filter] and immediately check the search results.
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When searching by combining multiple filters
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If you need results that match all conditions, use AND
Filter out customers who have both an email address and a mobile phone number.
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If one of several conditions is true, set OR to search all of them.
Filter out customers who have either an email address or a mobile phone number.
Frequently used filtering values
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member Member Status: Distinguish between members and non-members
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lastSeenAt Last Access Time: Filtering based on the last time the customer visited the website
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profile.lastCheckoutCompletedAt Last Order Time: Filtering based on the last time a customer made a purchase
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sessionCount Total number of sessions: Filtering based on the total number of visits
Why are the total number of sessions and actual visits different? The total number of sessions is relatively close to the number of visits by users, but may not match completely. If a customer leaves your site and returns before the session ends (within 30 minutes) to continue browsing, you might get two visits but one session.
[Advanced Filter] + [Quick Search] You can use advanced filters and quick search at the same time.
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Click [Advanced Filter] → Click Filter Conditions → Enter a search term in the search box
Segment Settings
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You can set up a segment to load a list of customers at any time according to the filtering conditions you set.
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Segments don't store a list of retrieved customers, they store filtering criteria.
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Each time a segment is loaded, it shows the search results, newly filtered with the most up-to-date information.
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Even within the same segment customer group, the target audience a week ago and a week later may be different.
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When setting up support bots and target audiences for marketing messages, you can load them into the segment list at once.
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To learn more about creating a support bot
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To learn more about creating marketing campaigns
How to edit saved user data?
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The value saved as profile. data can be modified at any time by the manager by clicking the cell directly.
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User tags and consent to marketing subscriptions settings can be edited via bulk action as well.
Download customer data
Downloading the customer contact data excel file is only available for managers with an owner role. (Manager Role settings)
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Set the range of customers to download customer contact data from
◦ With no filter
Download entire customer data stored in Contacts. (up to 1 million contacts)
◦ With filter but no specific customer contact lists selected from search results
Download entire search results.
◦ With filter and specific customer contact lists selected from search results
Maximum of 100 people at a time can be selected.
When you click “Select all customers”, you can select all customers from search results.
Only checked customer contact data can be downloaded.
◦ Select the individual customer contact data to download
Click Individual customer avatars and download
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Download data
◦After clicking “Download results”, type the download reason and set the file password.
Password must contain at least 6 characters consisting of letters, numbers, and symbols.
You can download customer data every 30 minutes.
◦ After you initiate the download, you can check the download progress at the bottom left of the platform.
◦ When the download is complete, you will receive a notification with a file download link in Team Chat’s ‘My Chatroom’.
You can download the file by clicking the download button at the bottom of the notification message.
You have 7 days to download the file. The downloaded file will be expired after 7 days.
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