NexScrm官方博客
How Duplicate Contacts Are Automatically Merged: From Unique Identifiers to Field Fusion
When the same customer comes from multiple channels and sends duplicate inquiries, the CRM needs to automatically deduplicate using normalized unique identifiers such as phone numbers and platform accounts, select a master record, merge tags, fill blank fields, integrate conversation history chronologically, and control the risk of false merges.
How to Search Chat History by Keyword: First Determine Whether You're Searching a Single Chat, Globally, or Across All Accounts
WhatsApp, Telegram, and LINE each have their own entry points and filters for keyword search; this article provides step-by-step instructions for three scopes—searching one person, searching all conversations, and searching all accounts—explains how to choose keywords and use date and media filters, and offers practical workarounds for three situations where native search fails: cross-account, cross-language, and employee turnover.
What Is Follower Backfill? How to Recover Missed New-Contact Counts Step by Step
Follower backfill is a compensation mechanism that re-counts genuinely missed new contacts into tickets and channel reports when the counter was offline, disconnected, or never triggered—this article shows how to tell a real miss from a definition gap, then recover data by confirming the time window, reconnecting for automatic backfill, re-calculating ticket periods, and manually backfilling from exports, plus attribution checks and team record-keeping rules.
How Ticket Deduplication Prevents Two Agents from Following the Same Customer: Four Gates in Order
Preventing customer collisions isn't just about asking before replying—it requires four gates in sequence: dedupe contacts and tickets with a stable unique identifier, assign a single owner with reclamation rules, block concurrent replies with viewing/typing conflict detection, and use internal notes and formal transfers instead of parallel follow-ups.
How to Track How Many Followers Each Channel Brings In with Split-Test Links: Clicks Are Not Followers
Tracking channel followers requires measuring on the customer service account side, not via short-link clicks. This article explains one-link-per-channel setup, WhatsApp prefilled channel codes, alternative attribution for Telegram/LINE, deduplication, offline handling, and daily reconciliation metrics.
