How a chat becomes a client record

Every new client who messages you can become a record automatically in the unit linked to the session, and every record shows all its chats from every channel. That keeps the client’s history in one place.

Automatic creation

When a chat that isn’t linked arrives from a session linked to a unit, Corteksa looks for a record with the same identifier. If it finds one, it links the chat to it; otherwise it creates a new record.

When no record is created

No record is created if: the chat is a WhatsApp group, the session has no linked unit, the unit has no identifier field, the chat is a test chat from testing an automation, or the chat is already linked to a record.

Duplicates

If a number that’s already in another record messages you, Deduplication Control decides what happens: Off (the default: find or create), Separate + Flag (a separate record flagged as a duplicate), Unify (one record), Mirror (the chat shows on every record in the duplicate group), or Comment. A chat shows a mark if the same number is in another chat.

Chats inside the record

The record’s chats tab shows all the client’s chats from every session, including the ones mirrored to it by Deduplication Control.

Moving a record to another unit

When you move a record, its chats move with it. If the client messages you later from the old unit’s session, the chat is linked to the moved record and no duplicate record is created.

More tools

Start a chat from the record to link it straight away. To link many older chats at once, contact support.

If something goes wrong

A real example

Good to know