Customer Journey uses identifiers to match and track customer interactions across multiple channels for a single account.

After Avaya creates your account, the following default identifiers are available:

If social messaging is activated on your account, the following identifiers are available along with the default identifiers:

Customer Journey checks if the configured identifiers are present for customers who initiate incoming interactions. Customer Journey can then use these unique identifiers to match the interaction with an existing customer. Avaya Workspaces agents can view that customer's entire journey across all channels for interactions with customer identifiers in common.