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How to Route New and Returning Contacts

Joshua Lim Updated by Joshua Lim

In this article, you’ll discover how to differentiate and manage new and returning Contacts separately.
  • Some businesses may want to treat new and returning customers differently to address their unique needs and expectations.
  • This can be achieved on platform by using Workflows.
  • When a Contact start a conversation, the platform will automatically identify if the Contact is new or returning and route them separately.

Benefits of Routing New and Returning Contacts

  • Provide personalized customer experience for returning Contacts to help foster loyalty and customer retention.
  • Allow businesses to prioritize efforts towards capturing new Contacts’ attention and converting them into loyal patrons.

Workflow Setup

Click Workflows > Click + Add Workflow > Select Routing: New & Returning Contacts > Click Use Template

Workflow steps and their functions:

1. Trigger: This Workflow starts whenever a conversation is opened by a Contact.

2. New or Returning Contact: This branch step checks if a Contact is new or returning and route them to different branches.

At this point, you can choose to add steps under each branch based on how you want to manage your new and returning Contacts. Here are a few suggestions:

Once you have completed the setup, publish your Workflow to start routing new and returning Contacts.

Feeling stuck? Do not fear.

Need assistance? Contact us for support. Help is here!

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How to Route Contacts by Team Functions

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