Engage Digital | Viewing customer identities

Last updated on May 26, 2021
An identity is associated with a customer’s account on a digital channel. A customer’s identity is linked to their customer information, and one customer may have multiple accounts on various digital channels. The system automatically matches customer identity from various digital channels based on their name and email address.
If the customer uses different names or email addresses in other channels, the system may not automatically match these identities. However, we can manually link those identities by merging them.  
You can access a customer’s account on various channels — from Facebook to Twitter or other social media channels — via the Customer information modal window under the Identities tab. 

Viewing customer identities

  1. Navigate to the Inbox or Routing mode via the left-hand navigation bar.
  2. Open the customer’s profile in one of two ways:
    1. In Inbox, select a message from the left and then click on the customer’s name or avatar in the message thread panel to open the Customer information window.
    2. In Routing mode, select a message from the left pane to open the Customer information panel in the panel at far right.
  3. Click the Identities tab (two-person icon) at the top of the window or pane.
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