The Message Center can recognize different information from customer's messages to help you further edit the customer's profile.
This article will cover the following:
- Auto-recognition of messages containing phone numbers
- Auto-recognition of messages containing addresses
- Supports more scenarios for account merging
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Auto-recognition of messages from Facebook Ads
- Notes
1. Auto-recognition of messages containing phone numbers
On the Instant message page, the system will automatically identify whether the message sent by the customer contains a phone number, and mark it with a icon.
You can also filter messages with phone numbers by selecting the "with phone number" filter from the drop-down list, and then selecting Yes or No to filter the messages.
Click the icon to retrieve the message that contains the phone number, or to copy the number directly.
Enter the phone number in the search field next to "Chat Record" to filter out messages that contain the particular phone number.
*Note: The system will filter the latest message that contains the phone number.
Click the message to enter the conversation window. Click on the message to copy the phone number and a "Number copied to clipboard" prompt will appear on the page.
*Note: The feature supports phone numbers separated by spaces, period marks ("."), and dashes ("-").
For example, the system recognizes 0912-345-678 and 0912.345.678 phone number format.
When adding or editing a customer's personal information and delivery address, the system will remind you of the phone number that was found in the customer's conversation.
2. Auto-recognition of messages containing addresses
The system will automatically identify messages containing addresses from the conversation. When adding a delivery address to the customer's profile, a box will appear to suggest the address.
*Notes:
- The suggestion box can save up to the 3 latest addresses.
- The feature supports addresses separated by spaces, line breaks, and commas.
- For the best result, it is recommended to remind customers to write in full address, including the address levels (i.e., City - District - Ward - Village) and no abbreviations.
Click to select the address to add it to the customer's profile.
3. Supports more scenarios for account merging
If a customer's message includes a phone number or email address, the system will automatically identify whether it is registered by existing members.
*Notes:
- This feature only supports identifying messages from guests, but not replies from merchants.
- If you hit the X button to turn off this feature, the system will not show the reminder again.
A. Phone number or email address is not registered by any member
The system will not display the account merging button but will still identify the phone number. You can click the number to copy it.
B. Phone number or email address had been registered by existing members
If a customer includes the phone number and email address of any existing member in one message, a Merge account button will appear on the right side.
If a customer includes any existing member's phone number and email address in different messages, the system will only identify the latest message. A Merge account button corresponding to the latest message will appear on the right side.
4. Auto-recognition of messages from Facebook Ads
When a customer contacts the shop through the store's Facebook Ad, an "AD" icon will be automatically marked on the right side of the instant message list.
You can also filter the messages for "From Facebook Ads" at the top of the message list.
After opening the conversation window, click on the AD icon at the top right to view which Facebook advertisement the conversation comes from. Click the title to open a new window and view the corresponding Facebook Ad page.
*Note: A maximum of 10 advertisement sources can be listed in the conversation window.
5. Notes
- The customer profile column is in sync with the membership details (except remarks). Please take note of this when updating the profile.
- As long as the administrator has the "send message" permission, they can edit the relevant information in the member field in the Message Center.
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