External contact management scenarios

The following are examples of different single customer view (SCV) scenarios on the profile panel. All current and previous interactions that relate to the contact appear on the Journey tab.

Scenario	Illustration
An existing contact interaction Prerequisite: External Contacts > Identify > Merge permission SCV automatically links to the existing linked contact record and shows the complete profile. SCV uses any unique identifier: phone number, email address, cookieID, or social identifiers. Note: If you determine that this contact is incorrect, then to unlink the contact, in the upper right corner, click More and then select Unlink Contact.
A new contact email or voice interaction Prerequisites: External Contacts > Identify > Promote permission SCV captures identifier information and displays it in the Suggestion box. Because the identifier information does not include the contact’s name, SCV displays No Name above the identifier. With an outbound email interaction, the name can be undefined. With an inbound email interaction, SCV can detect and populate the name in the Suggestion box. To create a new contact, click Add to Contacts.	Email interaction Voice interaction
A web messaging interaction A web messaging interaction may not have a related email address or phone number. SCV uses a web ID to create a temporary or ephemeral contact. Because the identifier information does not include the contact’s name, SCV does not display a name, and then saves the web ID with the ephemeral contact. The web ID does not appear. To save the contact, click Add to contacts. Then, enter the customer’s information and click Save. Note: You must enter the first and last names.	Web messaging interaction Add a contact
Callback and campaign interactions SCV does not currently support campaign callbacks and campaigns. Manually search for a contact or create a new one. To search for a contact, in the Search for a Contact field, type the name of the contact and then select it from the results.	Callback interaction Click the image to enlarge. Search for a contact
Website form fill interaction This scenario describes a Predictive Engagement and web chat with a pre-chat survey that collects the contact’s phone number and email address. SCV does not automatically search for contacts. Manually search for a contact or create a new one. To search for a contact, in the Search for a Contact field, type the name of the contact and then select it from the results.
Social messaging interaction If SCV does not find an existing contact with the social identifier, then a Suggestion to add a contact box appears. To save the contact, click Add to contacts. Then, enter the customer’s information and click Save. Note: For WhatsApp interactions, SCV does not automatically search on the WhatsApp phone number. SCV saves the number as a WhatsApp identifier under Channels.