Task · Bridge
Update a contact’s details
Review and edit a contact’s details, attributes and contactability, and save the changes in Bridge and in the CRM.
- Screen
- Contacts
- Section
- Conversations
- Steps
- 17
- Version
- 1.0
- Updated
Also searched as: edit contact, update contact, change details, change phone, change mobile, change email, contact language, attributes, do not contact, blacklist, pause contact, contactability, delete contact, remove contact, contact history, contact info, CRM sync
You opened step 12: Save the changes
What you can do
Review and edit a contact’s details, attributes and contactability, and save the changes in Bridge and in the CRM.
Learn what each detail of a contact means, how to edit it right there, how to set its contactability and where every change is kept, in 17 steps.
- Every detail explained
- Edit right there
- Contactability by hand
- Every change in Activity
Steps
Step 1 of 17
Open the contact
A row opens everything you know about a contact.
Contacts is under Conversations, in the menu on the left. Each row of the table is a contact, that is, a person your company talks to, such as a customer or a prospect. As an advisor, you see only the contacts assigned to you; with administration permissions you see the whole team’s. To find one, type its name, mobile, email, company or city in Search contacts. Then click anywhere on its row: the row has no pencil and no actions column, because its only action is opening the contact. Contact info opens, a panel on the right that is the same in Chats, Contacts and Reports, so a contact looks and is edited the same way everywhere in Bridge.
- Under Conversations, in the menu
- Search by name, mobile or email
- Click the row: it opens
Step 2 of 17
Get to know Contact info
Contact info gathers its details, chats and history.
At the top is the contact’s name and, under it, Contact with its company and segment. The Contact details box holds its details, with how many fields there are, and the Edit button. Below it is the Contactability band, then the accesses: Chats, with how many open and released chats the contact has; Duplicates, only when the contact has possible duplicates; and Activity, its history. At the bottom right is the main action: Go to chat when there is already an open chat with the contact, or Start chat when there is none. The panel closes with the X, with Escape or with a click outside it; with unsaved changes, it first asks whether you want to discard them.
- Details and contactability
- Chats, Duplicates and Activity
- Go to chat or Start chat
Step 3 of 17
Read the mobile, email and language
Mobile, email and language tell you how to reach the contact.
The first details tell you how to reach the contact. Mobile is the number with its country code, in a single field, for example +57 310 100 1000; every contact has one, because it is required. Email is optional and is stored in lower case. Language is the language this contact is attended in: Spanish, English, Portuguese, French or German; when the contact is created, it defaults to the language of its number’s country. A click on the mobile, the email or a text value copies it. An empty detail shows a dash.
- Mobile with country code, required
- Email optional, in lower case
- Language: the one it is attended in
Step 4 of 17
Understand the attributes
Attributes are your company’s own details.
Next come the contact attributes: the fields your company created in the admin console, in the same order they have there. Every contact in the workspace has the same attributes; in this example they are Company, City, Segment, Interests and Orders. Each attribute has a type: text, such as Company; select, one option from a list, such as City or Segment; multi select, several options from that list, such as Interests; and number, such as Orders. An attribute can be required, like Segment in this workspace. With administration permissions you also see Assigned to: the advisor the contact belongs to, who sees it in their Contacts and in whose name the messages sent to it go out. The console guide «Create attribute» explains how an attribute is created.
- Your company creates them in the console
- Text, select or number
- Administration: Assigned to
Step 5 of 17
Check the system details
Bridge sets and updates these details for you.
The last details are set by Bridge and are not edited. Line is your company’s WhatsApp number through which everything reaches the contact: it is set by the first message ever sent to it and never changes; a never contacted contact has no line yet. Connection status tells whether there is a chat: Open, the contact answered; Never connected, a WhatsApp template was sent to open the chat and the contact never answered it; and Never contacted, nothing has been sent yet. With several chats, you see one pill per status and the chevron shows each chat. With an open chat, Chat status appears: Reply pending, the contact wrote last and is waiting for your reply, or Waiting on contact, you replied last. For a never connected contact, Attempts appears instead: how many templates were sent without a reply. Last activity shows the channel and how long ago the last message or call was, and Responsiveness how likely the contact is to reply: High, Medium or Low. CRM says whether the contact is Synced with the connected CRM or Not synced, next to the ID of its record in the CRM.
- Line: fixed by the first message
- Chat status or Attempts
- CRM: synced and its ID
Step 6 of 17
Understand contactability
Contactability tells whether Bridge can still write to it.
The Contactability band, at the end of the details, tells whether Bridge can still write to the contact. It has three values. Available: Bridge can write to it. Paused · No response: the contact does not reply; Bridge sets it after several templates without a reply, or a person marks it, and it lifts when the contact replies or when a person makes it available again. Do not contact: the contact asked not to be contacted; Bridge AI detects it in the chat or a person marks it, and it lifts when the contact writes again on their own or when a person makes it available. Paused shows an amber edge and Do not contact a red edge; under the value you see who set it and why, for example the contact’s words that Bridge AI detected. Both stop WhatsApp templates: when you send a message, a Do not contact contact is always left out, and a Paused one is left out when it would need a template.
- Available: Bridge can write
- Paused: does not reply
- Do not contact: asked for it
Step 7 of 17
Open the edit form
Edit turns the details into a form, right there.
Anyone who sees the contact can edit its details. Choose Edit, the pencil in the Contact details box: the box becomes a one-column form, with the same details in the same order, and its title changes to Editing details. Under the form, the details the system sets stay, under From the system · not edited here. At the bottom, the panel shows Editing and the contact’s name, with how many unsaved changes you have, next to Cancel and Save. Save stays off until you change something.
- Anyone can edit
- One form, the same order
- Save turns on with a change
Step 8 of 17
Fill in name and mobile
Without name and mobile, nothing can be saved.
First name, Last name and Mobile are required and carry an asterisk. In Mobile you choose the country, with its flag and country code, and type the number. If you leave a required detail empty, saving shows This field is required or The mobile number is required under it, the cursor goes to the first detail with an error and nothing is saved. Bridge tidies what you type: names are stored without extra spaces and with a capital at the start of each word, and the email in lower case.
- First name, last name and mobile
- Choose the country, type the number
- Names start with a capital
Step 9 of 17
Check the email and language
The email is checked as you type.
Email is optional. If you type an email that is not valid, the warning Enter a valid email, such as name@company.com appears under it as you type; correct it or leave it empty to be able to save. Language is required: choose in the list the language this contact is attended in, among Spanish, English, Portuguese, French and German.
- The email is checked as you type
- Language is required
Step 10 of 17
Edit the attributes
Each attribute is edited with the control of its type.
Each attribute is edited with the control of its type. A text attribute, such as Company, is a free field. A select, such as City or Segment, is chosen from a dropdown; when it is not required, it has the No data option to leave it empty. A multi select, such as Interests, takes several options: each one becomes a chip you remove with its ×. A number, such as Orders, is typed in digits. Required attributes carry an asterisk and cannot be left empty. With administration permissions, Assigned to comes after the attributes, to move the contact to another advisor.
- Select: a dropdown
- Multi select: several chips
- Number: in digits
Step 11 of 17
Set the contactability
You can also pause or block a contact yourself.
While editing, the Contactability band is last in the form, before the system details, with a required list. Choose Do not contact when the contact asked not to be contacted and Bridge AI has not detected it yet. Choose Paused · No response when the contact does not reply and you want to stop sending it templates before Bridge pauses it on its own. Choose Available to lift either one; if the contact was paused, the count toward the pause starts over. Under the list you see who marked it and when, for example Paused by, with the person’s name and the date. When you save, the change is kept in the contact’s Activity, with who made it.
- Do not contact: asked for it
- Paused: before the automatic pause
- Available lifts both
Step 12 of 17
Save the changes
Save updates Bridge and the CRM.
Choose Save. If a required detail is missing or one is wrong, the warning appears under that detail and nothing is saved. If everything is right, the form goes back to reading with the new details and the notice Changes saved appears, saying how many details were updated and that changes sync with the CRM: the change also reaches the contact’s record in the connected CRM.
- Warnings under each detail
- Changes saved
- Synced with the CRM
Step 13 of 17
Discard the changes
No change is lost unless you confirm it.
To leave without saving, choose Cancel. If you changed nothing, the details go back to reading. With unsaved changes, Bridge asks Discard changes? and says the changes to the contact’s details have not been saved: Keep editing takes you back to the form with your changes, and Discard drops them and leaves the details as they were. The same happens if you close the panel with the X, with Escape or with a click outside it while editing.
- No changes: back to reading
- Discard changes?
- Keep editing or Discard
Step 14 of 17
Check the history
Activity keeps every change and who made it.
Every change is kept. In Contact info, Activity shows how many events there are and the date of the last one; choose it to open the history, newest first and grouped by month. An edit shows as fields edited, with each detail before and after the change and who made it. You also see how the contact was created, for example with New contact, by the CRM sync or by its first WhatsApp message; the details the CRM updated; assignments; contactability changes, made by a person, by Bridge AI or by Bridge; and duplicates found and merged. Back to Contact info takes you back to the details.
- Newest first
- Before and after each detail
- Who made each change
Step 15 of 17
Delete a contact
Deleting is final and also deletes in the CRM.
Deleting a contact needs the manage permission: without it, the button does not appear. With it, while editing you see Delete contact at the bottom left. Before deleting, Bridge asks Delete …?, with the contact’s name, and warns that the contact is deleted from Bridge and from the connected CRM and that this cannot be undone. If you confirm with Delete contact, the contact leaves the table and the notice Contact deleted appears.
- Only with the manage permission
- Also deleted in the CRM
- Cannot be undone
Step 16 of 17
Go to the chat or start one
From the contact you go to its chat or start one.
At the bottom right is the contact’s main action. If it has an open chat, Go to chat takes you to that chat in Chats. If it has no open chat, because it is never connected or never contacted, Start chat appears: it closes Contact info and opens Send message for this contact only, which starts the chat with a WhatsApp template. The rules of every send apply there: the contact’s line, who gets the replies if it is never contacted, and its contactability. Send message is explained in the guide «Send a message to several contacts».
- Open: Go to chat
- No chat: Start chat
- Opens Send message
Step 17 of 17
Resolve the duplicates first
A contact with duplicates is merged before its chat starts.
A possible duplicate is another of your contacts with the same mobile or the same email. When the contact has possible duplicates, the Duplicates access appears, with how many. If its action is also Start chat, at the top you see the notice Resolve the duplicates to start a chat, and Start chat stays off until you merge them into a single contact. Resolve duplicates opens the merge of the records, explained in the guide «Merge duplicate contacts». Next: Merge duplicate contacts.
- Same mobile or same email
- Start chat waits
- Resolve duplicates