Customer Information

Customer Information

At Reach, you will have access to detailed information about your customers. This information is located on the right side of the screen while you have a conversation selected. A panel will be displayed that organizes customer information into five sections: ‘General Information,’ ‘Billing Information,’ ‘Conversation History,’ ‘Order History,’ and ‘Invoice History.‘

Details

Within the information available for each conversation, you can add tags and remarks to facilitate the identification of each customer. To add a label and remarks, follow the steps below:

1. Add labels and notes to each conversation for easier customer identification. To add labels and notes, follow these steps:
2. Select the conversation you want to label.
3. Choose the > “Details” option in the right panel.
4. Write your preferred label text and then press “Enter.”
5. To add a note, write it at the bottom of the panel and then select the > ”+” sign.

Contact

Find customer information, such as Name, Surname, Phone, Email, Birth Date, etc.

To edit the contact information, select the pencil icon at the top right of the panel and then “Save” for changes to apply.

Within Reach you will also be able to unify the contact of a customer, no matter through which channel he/she communicates with your business, to do so you must follow the following steps:

1. Request the customer’s phone number.
2. Go to the “Contact” section in the right sidebar and select > “Edit.”
3. Add the customer’s phone number, always starting with the “502” prefix or country code.
4. Select > “Save.”
5. Reach will recognize previous interactions with a WhatsApp customer using the same phone number and ask if you want to associate the contact with the conversation.
6. Select > “Associate.”

History

Find all previous interactions with the same customer, the agent to whom they were assigned, and the expiration or end date.

Remember, if you use contact association through the phone number, in this section you will also find interactions that the customer has had with your business through other channels associated with your account.