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 be able to automatically match these identities. However, we can manually link those identities by merging them. We will discuss this further below.
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.
Let’s now discuss how to access the Identities tab.