Keep your contact list clean and know who you are talking to
Every person who reaches you gets a record in the Users area. Once you know how those records are created, you can bring your old list in, find anyone in seconds, and clear out duplicates.
This is for you if your contact list is growing faster than you can keep track of it, or if you are moving in from another tool and want your existing customers to come with you.
Step by step
Learn the three types of record
A user is someone with an email address. A lead is auto-registered with no details but has at least one conversation. A visitor has not started a conversation yet. Knowing which is which tells you who you can follow up with.
Bring your existing contacts in
Go to Settings > Users > Import users. The file must be a CSV and the first row must be the header row. If you have added custom fields at Settings > Users > Custom fields, those can be columns in the file too.
Find the person you need
Search the users table by name, surname, email or any custom field. The table loads 100 results per scroll, so the search box beats scrolling once your list is long.
Merge duplicate records
Select exactly two users in the table and click Merge Users. Their conversations are combined and the relevant details are merged into the new account.
Show the details you actually use
Add columns at Settings > Users > Users table additional columns. Enter the detail slug: lowercase, with spaces replaced by a hyphen, so Date of Birth becomes date-of-birth.
See who is on your site now
Enable Settings > Users > Register all visitors to see online users. For an alert when someone arrives, also enable Settings > Notifications > Online users notification.
Settings reference
| Setting | What it does |
|---|---|
| Import users | Uploads a CSV file of contacts, using the first row as the header. |
| Custom fields | Defines your own detail fields, which can then be used as import columns and searched. |
| Users table additional columns | Adds extra columns to the users table using the detail slug of each field. |
| Register all visitors | Creates a record for every visitor, which is what makes online users visible. |
| Online users notification | Notifies you when a user is online, and needs Register all visitors switched on as well. |
| Delete user | Permanently removes the person and everything attached to their record. |
| Merge Users | Combines exactly two selected records into one account. |
Good to know
Deleting cannot be undone
Deleting a user permanently removes all their conversations, messages and attachments, including files held in cloud storage. If that person comes back later, a brand-new record is created for them.
Visitors do not stick around
A visitor has no conversation yet, and visitor records are deleted automatically every 24 hours. Only people who actually write to you stay on the list.
Merge takes two, not more
The Merge Users button works when exactly two rows are selected, so tidy duplicates one pair at a time.
Online alerts need two switches
Online users notification only works alongside Register all visitors. The notification is sent once per user per 24 hours, so you will not hear about the same person twice in a day.
The list is live
New users appear in the table in real time, so there is no need to reload the page while you work.
Two ways to delete
Open a user's edit box and choose Delete user, or tick several rows in the table and use the delete icon for a batch.
Common questions
What is the difference between a lead and a user?
What file format do I need for importing?
Can I get a deleted user back?
How do I collect more details about people?
Why can I not see who is online?
The users table stops loading after a while. Why?
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