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.The Customer Journey tab icon

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 including phone number, email address, cookie ID, or social identifier.

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.

Record for an identified existing 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

The Profile panel with an unlinked contact represented by the contact's email address

Voice interaction

The Profile panel with an unlinked contact represented by the contact's telephone number

A web messaging interaction 

A web messaging interaction does 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: Enter the first name and the last name.

Web messaging interaction

The Profile panel for a web messaging interaction with no name found

Add a contact

The New Contact window that shows the fields you use to add a new contact

Callback and campaign interactions 

SCV does not currently support campaign callbacks and campaigns. Single customer view automatically populates the phone number in the search box and automatically searches for the contact during campaign callbacks and campaigns. The agent can now select an existing contact or create a new contact with the phone number of the campaign. The single customer view makes it easier for the agents to manually add the interaction to the correct contact. The customer conversation data does not appear in the Journey tab.

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.

Search for a contact

The new search window shows the related searches while entering the phone number

Website form fill interaction

This scenario describes a Predictive Engagement and a 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.

The Profile field with a suggested name, phone number, and email address as entered in a web form

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.

 

The Profile panel with a social channel identifier and no name