CRM Features.

Introduction of Tag

Tags are the segmentation tool of the Cxperium CRM. With tags you can categorize tickets, surveys, contacts and chats from your existing lists.

Teams typically use tags in two ways: to update their ticket lists before launching new tasks, and to organize records while making changes to a contact list. Once your data is tagged, every other CRM feature — from targeted surveys to bulk messaging — can work with those segments.

Creating a New Tag

New tags are created from the Tag Manager in just a few clicks.

1. Open the Tag Manager

   Click the "New Tag" button in the Tag Manager interface.

2. Select a tag type

   Choose the tag type you need from the available options (see Tag Types below).

3. Enter a tag name

   Type a name for your new tag.

4. Choose a color

   If you selected "Contact" as the tag type, you can also assign a color to the tag. Colors make contacts easier to identify at a glance in your contact list.

5. Save

   Click the save button to create the tag.

Tag Types

Cxperium offers three tag types for segmenting data across the platform.

• Contact Tags — categorize your contact list by separating existing customers from newly added contacts. Segmenting contacts this way helps you improve customer relationships and keeps your workspace organized.
• Ticket Tags — segment help desk requests and business tracking processes so you can build a more consistent workflow around support tickets.
• Chat Tags — categorize customers inside the Chat system. Chat tags feed segmentation on the CRM side, support new marketing campaigns, and let you mark customers who report issues so you can improve your products and services.

New Contact Registration

After creating a contact group, you can start registering new contacts one by one.

1. Open the add contact form

   Go to the "Contacts" menu under the "CRM" section, click the "ADD" button and select "Add contact" from the submenu.

2. Fill in the contact form

   Complete the fields described below. Phone is required; email is optional.

3. Save the contact

   Click the "SAVE" button to complete the registration.

The contact form contains the following fields:

• Profile Name — how the contact is displayed in the system (e.g. "Joe Doe").
• Phone — the contact's phone number (required).
• Email — the contact's email address (optional).
• Tags — the contact group(s) the person belongs to. You can select multiple tags for contacts that belong to several groups.

Create a Contact Group with Tags

By grouping contacts with tags you can send a survey to a targeted group of people or to a single person.

1. Create a contact tag

   Go to the "TAGS" section and click "New Tag". Select "Contact Tags" as the tag type, enter a name (e.g. "Document Contact Tag"), choose a tag color such as green, and save.

2. Add contacts to the group

   Return to the contact list, click the "+" button and select "Add Contact". Fill in the required information and assign the tag you just created while creating the contact.

3. Or tag existing contacts

   You can also apply the tag to contacts that already exist by editing them individually from the contact list.

This tagging system lets you run targeted communication campaigns by grouping contacts into categories, which streamlines survey distribution and customer engagement.

Add New Cell Headings

Extend your contact records with custom fields beyond the standard Profile Name, Phone, Email and Tags columns.

1. Open Column Settings

   Navigate to the Contacts menu in the CRM section and click the "Column Settings" button.

2. Add a new column

   In the dialog that appears, find the "Add New Column" section, enter the desired field name in the "Property" field and click "Add".

3. Save your changes

   Click the "Save" button to apply the new column to your contact database.

From then on, new contact records include the added field as an optional entry — you can decide per contact whether to fill it in.

Edit a Contact

Update the information of any previously created contact directly from the contact list.

1. Locate the contact

   Go to the "Contacts" area in the "CRM" menu and find the contact you want to update.

2. Open the edit screen

   Click the "Edit" button in the "Actions" column of that contact's row.

3. Update and save

   Change the field values you need, then click the "SAVE" button to finalize the update.

To edit contact groups in bulk, select multiple contacts using the checkboxes beneath the "Contacts" heading, then use the "Assign Tags" button in the "Add" button's submenu. The change is applied to all selected contacts at once.

Delete a Contact

Remove contact records you no longer need, individually or in bulk.

1. Locate the contact

   Go to the "Contacts" area under the "CRM" menu and find the contact you want to remove.

2. Delete it

   Click the "Delete" button in the "Actions" column of that contact's row.

To delete multiple contacts at once, select them with the checkboxes beneath the "Contacts" heading, then click the "Delete Contact" button in the "Add" button's submenu to complete the bulk removal.

Assign Tag To Your Contact

Assign tags to contacts to segment your contact list for better targeting and management.

1. Select the contacts

   Click the checkbox next to each contact you want to tag, or select all contacts by clicking the checkbox near "Profile Name".

2. Open tag assignment

   Click the "+" button and select "Assign Tag" from the options.

3. Choose a tag and save

   Select the tag you want to apply and save the changes.

4. Verify

   The contacts now appear with the newly assigned tag in the contact list.

Import Contact List with Excel

Bring a batch contact list into Cxperium in one go by uploading an Excel file.

1. Open the Contacts menu

   Navigate to the "Contacts" menu in the "CRM" section and click the "ADD" button.

2. Select the import option

   Click the "Import excel" button to start the bulk import.

3. Review the template

   Click the "EXAMPLE EXCEL" button to view a sample file that shows the required format for your contact data.

4. Prepare your Excel file

   Build your file following the template structure. You can specify contact groups directly in the "Tags" column — there is no need to create the groups separately in the "Tags Settings" menu first.

5. Upload and save

   Click the "Choose File" button, select your prepared Excel file, then click "Save" to transfer the contact list into the system.

Export Contact List with Excel

Download your entire contact list as an Excel file for external use or backup.

1. Open the Contacts menu

   Navigate to the "Contacts" menu in the "CRM" section.

2. Export the list

   Click the "ADD" button and select "Export excel" to download the contact list you have built.

Notification Messages

Notifications are effective messages designed to increase user engagement, and Cxperium lets you use them for a range of business goals.

• Inform current customers about your services or products.
• Remind customers about relevant offerings.
• Develop new remarketing strategies.
• Distribute discount codes, campaigns and promotional content.
• Achieve instantaneous customer engagement.

How To Create A Notification Schema

Notification schemas are customizable message templates for WhatsApp communication. To create one, go to "Notification Schema" under the CRM section and select "New Schema".

When editing a notification schema you configure the following fields:

• Name — a schema identifier visible only to you. Letters cannot be capital and no spaces can be used.
• Category — the conversation type. Marketing conversations are business-initiated conversations with opted-in customers that may include promotions or offers. Utility conversations are business-initiated conversations facilitating a specific, agreed-upon request or transaction. Authentication conversations enable businesses to authenticate users with one-time passcodes.
• Allow Category Change — permits or restricts changing the category selection later.
• Template Type — choose Standard for text-only templates or Media Interactive for templates that support multimedia and buttons.
• Languages — the language of the message.
• Body — the primary text area where you compose the message, add symbols and incorporate variables.
• Body Variables — placeholder tags that personalize each message. Add a variable, define its content and specify how it is represented for use in the Messages Section. Variables cannot appear at the very beginning or the very end of the body.

Media & Interactive templates offer additional elements:

• Header — appears at the top of the message; the type can be Text, Media, Video or Document.
• Footer — secondary text that appears below the body section.
• Quick Reply Buttons — up to three buttons for collecting rapid customer responses.
• Call to Action Buttons — direct users to a website or a phone number; each template is limited to one URL button and one phone number button.

Messages Section

The Messages Section lets you send surveys and notification messages according to your goals and criteria. Open it by clicking the "Messages" button under the CRM section.

The section is organized into two panels: the Survey Messages panel lists all group survey messages and personal survey messages you have created and sent, while the Notification Messages panel lists all notifications you have created and sent.

Messages Data gives you detailed information about each survey message and notification through the following columns:

• Name — the label you assigned when sending the message.
• Template Name — which notification schema was used.
• Posted — the sending conditions or recipients (e.g. "Tags Equals Test Contact").
• Successful Submission — the number of people who received the survey or message.
• Fail Submission — the number of people who did not receive the survey or message.
• Status — whether the sending succeeded or failed.
• Created At — when the message was created.
• Action — copy or delete the message.

How To Send Survey Messages

Cxperium sends surveys in two ways: to a group, or to a single targeted person. Start by clicking the "+" button to create a sending list, then pick the sending method — the two message types have different interfaces suited to their capabilities.

Group survey messages distribute a survey to a specific audience such as an HR team contact list, IT team members or any other group:

1. Start a group message

   Click the "+" button to send a Group Survey Message, then click "Create Survey Group".

2. Fill in the required information

   Name is the title of the group survey shown in the Messages Panel. Conditions defines the target audience using the tags you created earlier. Survey selects which survey to distribute. Predata segments the responses using predefined data.

3. Save and send

   Save the configuration, then click the letter symbol to send the survey.

Personal survey messages deliver a survey to an individual recipient:

1. Start a personal message

   Click "Create Survey Personal".

2. Complete the fields

   Full name is the recipient's complete name, Phone is the recipient's phone number, and Tags to add to the list (optional) saves the recipient under specific tags for future use.

How To Send Notification Messages

Send notification messages in a few steps from the Messages Section.

1. Create a sending list

   Click the "+" button to start a new sending list for your notifications.

2. Open the creation form

   Click the "+" button again to open the detailed creation form.

3. Fill in the required information

   Complete all necessary fields with your notification details.

4. Send the message

   Click the send button to dispatch the notification.

5. Clone to duplicate

   Use the clone feature to duplicate an existing message and edit the copy without losing the previous one — useful when you need to send similar messages with minor changes.

How To Send Survey Notification

Custom survey notifications increase survey participation rates and effectiveness by delivering personalized messages to customers and keeping the dialogue going.

1. Start a new message

   Navigate to "Messages" and click the "+" button.

2. Choose the message type

   Select either Group Survey Messages or Personal Survey Messages — these are the only options available for survey notifications.

While configuring the survey notification, you set:

• Name — a title for your notification survey.
• Condition — the recipient criteria.
• Notification Schema — a schema you created earlier in the "Notification Schema" section.
• Header — an image you upload for media and interactive notification types.
• Buttons — the button labels; the first button defaults to "Go to Survey".

Three conditions must be met for a survey notification to work:

• The notification schema type must be "Media&Interactive".
• The notification schema must include buttons.
• The buttons must use the "Quick Reply" button type.