Linking and unlinking identifiers

Last Updated : Oct 31, 2023 |

About this task

Agents can link an identifier to multiple identifiers and unlink identifiers from the current identifier. When you link or unlink an identifier, the interaction history of the linked or unlinked identifier is added or removed from the current identifier.

When an agent interacts with a customer through a channel, the agent can see the details of the current interaction, such as channel type and duration. However, customers can also use different channels to connect with the contact center.

For example, the first time, the customer used an email as a channel to connect to the contact center. The next time, the customer used a different email address or a voice call as a channel to continue the discussion of an issue. The agent can notice that the customer used different channels to connect to the contact center. With the link functionality, agents can now link different customer identifiers to deliver a better customer experience. Agents can also quickly respond to the customer's issue.

Procedure

  1. On the Customer Journey tab, click the Customer Information icon.

    The Contact Details pane displays the list of customer identifiers. The identifiers are grouped based on their identifier type. For example, email addresses and phone numbers. You can also add a custom identifier type from Application Center Administration. For a Facebook messaging interaction, the Contact Details pane displays Facebook identifiers. For a WhatsApp interaction, the Contact Details pane displays customer identifiers. Phone numbers are the primary customer identifiers for Whatsapp Business accounts.

  2. To link an identifier, click the Link icon.
  3. In the Search <identifier name> dialog box, type and search for an identifier.
  4. Click Next.

    The Journey Search API checks if the identifier is available and has an interaction history.

    If the identifier is unavailable, the search result displays the Identifier not found dialog box.

  5. To link the identifier to the current identifier, click Add.

    If the identifier is available and has an interaction history, the search result displays the list of related identifiers and a list of the last 10 interactions assigned to that identifier. You can also view the transcript of the interaction. You can link a maximum of 5 identifiers irrespective of the identifier type.

  6. To unlink the identifier, in the Contact Details pane, click the Unlink icon.
  7. In the Unlink Record dialog box, click Yes.
    Note:

    A minimum of one identifier must remain in the identifiers list. If there is one identifier left in the list, you cannot unlink that identifier. The Unlink icon is disabled.

Related information
Interaction Search