Omnichannel For Customer Service – Identify Customers
Microsoft's Omnichannel for customer service can automatically identify customers based on their phone number or email for web chat. The logic used for this search is specific, but it can be customized. To change the search criteria, you can call Microsoft Support or follow the instructions in the article. The article provides step-by-step instructions on how to find the GUID for your workstream, copy the current search, amend the code, and run it in the console. After making the changes, you may need to wait 15 minutes for the new search logic to take effect. Customizing the search parameters can significantly improve the match rates when customers contact you.
Article 17m
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