Viewing contact on a conversation

Pratibha Agrawal Updated by Pratibha Agrawal

Hiver Contacts help you maintain a unique record of each one of your customers so that you can view the complete timeline and nature of interactions that your team has had with them. These contacts are shared across all of your teams on Hiver. While looking at any shared mailbox conversation, you will be able to see the contact (customer) on that conversation and the other recent conversations from that contact. The context from the other conversations would help your teams provide more personalized customer service. 

Viewing contact and company on a conversation

As soon as a conversation is added to a shared mailbox, Hiver automatically infers the contact based on the sender/receiver of the conversation. More details on how Hiver infers contact are covered in later sections.

Once Hiver identifies the contact, it uses the contact’s email address to define the company that the contact belongs to. Let’s take an example to understand this better.

A team (from Acme) is using Hiver to manage their support@acme.com email address. One of Acme’s customers- bob@stark.com writes to Acme support. When an Acme team member views this conversation, he will see that the contact is Bob and the company is stark.com.

Follow the below steps to look at the contact information on any conversation-

  1. For any conversation in the shared mailbox, on the Hiver right panel you will be able to see the ‘Contact’ tab. Tap on that tab to view the detailed information about the contact. 
  2. Once you're on the 'Contact' tab, you can see the contact inferred by Hiver and the respective company that the contact belongs to.
  3. For conversations created before 1st Jan 2020, the contact information will not be available and you should see the below message when you go to Contact tab.

Editing contact information

You can edit a contact’s name and even add a note against a contact. Notes are useful when you want to highlight any important information about the contact to all of your teammates. Any member of your team can edit a contact to ensure the customer information stays up to date. Follow the below steps to edit a contact on a conversation- 

  1. Go to the 3 dots present against the contact name and tap on ‘Edit contact’. 
  2. If you wish to edit the contact name, make changes to it and then press ‘Save’ to record your changes.
  3. If you wish to add a note, type out the content and ‘Save’ your changes. The Note will be visible to all the shared mailbox members.
  4. The Note can be also be added or edited at a later point of time. You can see who made the latest edits to the note from your team.
Contact’s email address is not editable as it serves as the unique identity for each contact. Company is also derived on the basis of the email domain of the contact and hence that cannot be edited as well. However, if you feel that the wrong contact is mapped to a conversation, instead of editing the contact you can change contact. More details on this are covered in the next section. 

How does Hiver infer contact on a conversation?

Let’s understand how Hiver infers Contacts in various cases, depending upon the type of conversation. 

Conversation type

Description

Contact Inferred by Hiver

Inbound conversation

Conversations where the first email was sent to the shared mailbox email address

The ‘From’ address of the first email in the conversation 

Outbound conversation

Conversations where the first email was sent from the shared mailbox email address (or a known alias of it) 

The first ‘To’ address of the first email in the conversation

Manually Added conversation

Conversations added to the shared mailbox manually using the 'Add to shared mailbox' option

The ‘From’ address of the last email in the conversation before it got added to shared mailbox 

There could be edge cases when email headers (From/To/CC) are missing or Hiver cannot correctly infer the contact. Imported emails from outside Gmail also fall into this category.
In such cases, the contact will be shown as ‘Unidentified’ and shared mailbox users can manually map a contact to the conversation. 

Changing contact on a conversation

Hiver automatically infers contacts on the basis of the sender/receiver on the conversation. However, it is possible that the contact identified by Hiver is not the intended contact. In such instances, you can easily change the contact manually. This could happen in cases where the support agents write emails to a shared mailbox on behalf of a customer. 

Follow the below steps to change contact on a conversation- 

  1. Go to the 3 dots present against the contact name and tap on ‘Change contact’ 
  2. You will be able to see the list of all people marked in the conversation so that you can easily 'Change contact' to someone who is marked on the conversation 
  3. If the intended contact is not present in the above list, you can search for them by typing their name or email address. 
  4. If the intended contact has never exchanged emails with any of your shared mailboxes, they will not be present as an existing contact. In this case, you will need to type out their email address and add them as a contact for the conversation. 
  5. Once you complete the steps 1 to 4, the contact and associated company will be updated on the conversation.
  6. In cases where Hiver can't infer the contact correctly, it will be shown as 'Unidentified'. To change that, you can go to the Contacts tab and follow the same process as stated in steps 1 to 5.
Manage permissions to change contact 

As an admin, you can control who has permission to change contact on a conversation. By default, all users have access to change contact. However, you can create a custom role with limited access by following the below steps-

  1. Go to Admin panel > User & Roles (left menu) > Create New Role.
  1. Add a title and description for the new custom role and proceed to Permissions.
    Uncheck the permission- ‘Can change contact on a conversation', add other permissions as needed and save.
  1. Go ahead and map this new custom role to users who shouldn't able to change contacts on conversations.

How did we do?

Recent conversations from contact and company

Contact