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  • 1.  Assign External Contact to a customer

    Posted 01-13-2025 12:18
    No replies, thread closed.

    Hi Everyone, 

    I have observed the following behavior and would like your clarification:

    When an incoming call is received, the Profile tab displays the customer contact. However, the agent must manually select the customer to claim the contact and link it to the conversation. Is this the expected behavior?

    My assumption is that if there is a unique match between the customer's phone number and the contact record, the call would automatically link to the conversation, providing the agent with a single customer view without manual intervention.

    Could you please confirm if this is correct or clarify the intended behaviour?

    Thank you for your assistance.

    Thanks,

    Karthik


    #ConversationalAI(Bots,AgentAssist,etc.)
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Karthik Ageer
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  • 2.  RE: Assign External Contact to a customer

    Posted 01-14-2025 16:17
    No replies, thread closed.

    Hello Karthik,

    Does the customer number match the contact record exactly? I wonder if the two numbers are formatted differently.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Assign External Contact to a customer
    Best Answer

    Posted 01-15-2025 07:15
    No replies, thread closed.

    Thank you Jason, it worked after i have removed the country code in the phone number field.



    ------------------------------
    Karthik Ageer
    ------------------------------

    Original Message


  • 4.  RE: Assign External Contact to a customer

    Posted 01-15-2025 09:19
    No replies, thread closed.

    Glad to hear it! Thank you for also confirming that everything is working.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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