Merge Customer Cards in MAX

The same contact may reach out to your organization in different ways. For example, they may send an email one day, post to your Facebook page a week later, and then call you a couple of days after that. Depending on how your administrator has set up your system, each of these interactions could generate a new customer card even though the interactions are all from the same contact.

Digital Experience attempts to automatically link phone number-based interactions and incorporate them into the same customer card. However, you can manually merge cards when you see that a customer has more than one card. In most cases, you'll only have to do this once per digital account. Digital Experience will associate future posts and messages from that digital account with the merged customer card.

Akela Wolfe, a contact center agent for the Jungle at Classics, Inc., contact center, picks up a new case from a contact named Nathoo Mannkind. Nathoo has posted to The Jungle's Facebook page, asking about an upcoming session hosted by Baloo.

Akela remembers talking to Nathoo by phone about an earlier issue he was having with Shere Khan. She wants to merge the Facebook card created with her new case and the customer card that was created by the earlier voice contact so that all interactions with Nathoo can be found in the same place.

Merge Customer Cards in MAX

Screenshot of the customer card details screen.
  1. In a case detail tab, click Detail in the customer card.
  2. Click + to the right of the contact name.
  3. Digital Experience will show you other customer cards that may belong to the same customer. If you don't see the card you're looking for, you can search for it.
  4. Select the cards you want to link and click Confirm. This will link the social profiles for the other cards to the single merged card.
  5. If you want to leave the linking view without linking an account, click Back to detail.

Merge Customer Cards in Digital Experience CRM

  1. Click the app selector and select Digital in the Others section.
  2. In the top menu, click CRM.
  3. Use the search and filtering tools to find the cards you want to merge.
  4. Click Detail for one of your search results.
  5. Click + to the right of the contact name.
  6. Search for and select the cards you want to link and click Confirm. This will link the social profiles for the other cards to the single merged card.