Engage Digital | Merging or unmerging customer identities

Last updated on May 26, 2021

Table of contents

Merging customer identities

The system allows you to merge matching identities. If you find out that a customer has an account with other digital channels, you can manually merge their identities into one customer identity. You can merge multiple identities into one set of customer information. 
  1. Navigate to the Inbox or Routing mode via the left nav bar.
  2. Select a message from the left pane.
  3. Open the Customer information window.
  4. Click the Identities tab (two-person icon).
  5. Insert the customer’s name or email address in the Find matching identities field.
  6. Select the Search button.
  7. Click Merge on the selected account.
  8. Review and edit the customer information for the merged identity.
  9. Click Save.
Merging customer identities
After merging the customer identity, you can navigate to the Profile tab (person icon) in the Customer information window. You’ll see that the customer information from another digital channel is now visible under the customer’s profile.

Unmerge matching identities

  1. Navigate to the Inbox or Routing mode via the left nav bar.
  2. Select a message from the left pane.
  3. Open the Customer information window.
  4. Click the Profile (person icon) tab.
  5. Hover over the selected customer account and click Unmerge.
  6. Click Ok in the unmerge confirmation window.
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