Contact Properties

Learn about the main functionalities of the contact properties data. See how to add new contact properties and use them inside your bots. 

In this article, you'll learn:

• What are the contact properties
• How to set new contact properties
• How to use contact properties in bots
• How to use Lead Scoring
• How to add contact properties manually in chat

What are Contact Properties

Contact Properties are data you can assign to your visitors and customers through Chatbots. The Contact Properties assigned to the contacts are then stored in the Contacts section. You can also use those data later on for Condition nodes in Chatbots so that your bots can be even more personalized. 

Set new Contact Properties 

To create a new Contact Property, go to the Settings > Contact Properties section in your Tidio admin panel. 

Click on the Create a Contact Property button to give the property a name, e.g., 'Date of birth' or 'Shoe size.'

To edit an existing Contact Property, hover your mouse over the property and click the pencil icon. To show the contacts assigned to a specific property, click the Show Contacts button. 

To learn more about managing your contacts, visit our complete guide about the contacts section.

Adding Contact Properties via Bots

Now that you know what Contact Properties are let's go over the scenarios and how they work in practice. Some default properties are already available in Tidio; if you'd like to use custom bits of information, you'll need to define your properties first. 

In other words, if you want to store and track a contact's favorite color and age, you will need to define a 'color' property and an 'age' property. 

Once set, you can export your contact list that contains an email address, favorite color, and age for each matching recipient.

Example

In this example, we'll be looking at an automatic customer-product grouping scenario. Our goal is to group our customers by vehicle brand and provide car parts stock and availability for the specific brands. To do so, we'll be using a custom property (that we created earlier in the Settings section) and contact segmentation.

Create a Decision node to let the customer choose their brand and then use a Set Contact Property action with the brand as a value:

Then, connect it to separate Send a chat message nodes and let the customer know when you have the parts for their car!

When the contact property is added - you can send a message to your website's visitors that will inform them of the product.  

Here's what our whole Automation looks like:

If you wish to gain the data from your website visitors through the Ask a Question action - please remember to make sure the toggle inside that action is turned on for saving the answer as contact property. 

How to use Lead Scoring in Tidio

Lead scoring is the process of assigning values to each lead you generate for the business, often in the form of numerical points. You can score your leads based on multiple attributes, including the information they've submitted to you and how they've engaged with your website. This process helps prioritize leads, respond to them appropriately, and increase the rate at which those leads become customers.

You can award points for a variety of actions. Points can be assigned once, awarded, and/or subtracted after each completed activity.

Please note that you need to register the email address first for the contact to appear on the contacts list. To ask for the email, use the Pre-Chat Survey or a Lead Generation bot; most lead-scoring scenarios are based on returning visitors. As soon as you register their email address - you will see it assigned to a Contact Property.

Example 

Number of Page Views

In this example, we'll create a new Contact Property and Automation for lead scoring. 

If you'd like to create lead scoring for a specific contact, the number of pages viewed can be your best indication of a person's interest in a particular product. This property keeps a running counter of the number of times the person has viewed one of your web pages. The higher the number, the more engaged they are; you can note the right moment to contact such highly interested users.

First, create a new Contact Property:

Once the property is ready, create a new chatbot from scratch. Use Visitor opens a specific page as the trigger. Use the option unlimited (send on each visit)  to let it work whenever someone visits that particular page.

Drop the action node Set Contact Property into the workspace & choose the Contact Property created earlier. Set the contact property to Increase (+) by a value of 1. 

This property will now keep a running tally of the number of times the person has viewed a specific page. To check matching contacts, visit the Contacts section. 

Adding Contact Properties Manually

If you want to add a contact property to your contact during the chat conversation - you can do that on the right in the visitor's details section. This may be helpful when you're trying to save important data about the visitor that you may use in the future. 

You can choose the contact property from the list of available properties or create a completely new contact property.