Customer identification

The table below outlines the methods used to identify customers across various Communication Panel (CP) channels when there's an incoming conversation.

Channel Standalone CP CRM-integrated CP

Voice

Communication Panel searches the directory for a match. If a match is found, caller's name is displayed; otherwise, the phone number is shown.

Note:

If you know that the customer number is in the directory but no matches are found, check that the number isn't stored under multiple directory entries.

Phone number in the CP directory is shared with the CRM application in full E164 format (for example +1 234 567 8901). The CRM application uses this to recognize the customer.

Email

Communication Panel searches the directory for a match. If a match is found, the customer's name is displayed; otherwise, the email address is shown.

Email address in the CP directory is shared with the CRM application, which uses it to recognize the customer.

Web chat

Communication Panel searched the directory for the email address given by the customer to match it with a name. If a match is found, customer's name is displayed: otherwise, the email address is shown.

Email address in the CP directory is shared with the CRM application, which uses it to recognize the customer.

Conversation API

This is a collection of social media platform channels supported by Sinch Conversation API

With conversational messaging channels, the customer's name is fetched from the platform, such as WhatsApp, and displayed accordingly. If the platform doesn't provide the customer's name, Communication Panel searches the directory for a match. If no match is found, the customer's phone number is displayed. If a name is received, Sinch Contact Pro verifies it against the directory and displays the possible match in the extension area.

Exceptions are:

  • SMS, which doesn't provide the name and relies on the directory match.
  • Sinch chat is identified with Sinch Chat ID.

For more information about how these channels are identified, see your CRM documentation. They vary from email-type addresses, such as 2911********7290@facebook.com, to E.164-formatted phone numbers. SMS is identified by an E.164-formatted phone number.