Engage Digital | Managing customer identities
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.
Viewing customer identities
Follow these steps to view the Identities tab:
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:
a. 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 modal wind. ow
b. 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
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. Please note that you can merge multiple identities into one customer information.
Follow these steps below to manually merge 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 modal 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
After merging the customer identity, you can navigate to the Profile tab (person icon) in the Customer information modal window and you’ll see that the customer information from another digital channel is now visible under the customer’s profile.
Unmerge matching identities
Follow the steps below to unmerge a matching identity:
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 modal 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
Anonymizing an Identity
Anonymizing an identity lets you anonymize all the customer information and messages in the system. For example, if a customer contacts you and requests to have their information taken off the system, you can choose to anonymize the customer’s identity. After anonymizing the identity, the customer’s name will appear as Anonymous and their messages will no longer be visible in the system.
Follow the steps below to anonymize an identity:
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 modal window
4. Click on the Privacy three-dot menu icon at far right
5. Select Anonymize from the dropdown menu
6. Click Yes, I understand, please anonymize in the confirmation modal window
Exporting an Identity
You can export a customer’s identity and have the customer information emailed to you.
Follow the steps below to export an identity:
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 modal window
4. Click on the Privacy three-dot menu icon at far right
5. Select Export from the dropdown menu
Locking identities
Locking a customer identity’s data will disable an agent’s ability to manually edit, anonymize, and export identities.
Follow the steps below to lock an identity:
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 modal window
4. Click on the Privacy three-dot menu icon at far right
5. Select Lock from the dropdown menu
Unlocking identities
Unlocking a customer identity’s data will allow agents to manually edit, anonymize and export identities.
Follow the steps below to unlock an identity:
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 modal window
4. Click on the Privacy three-dot menu icon at far right
5. Select Unlock from the dropdown menu
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