Contact selection when multiple matching records are found

When a chat or call arrives, a reverse lookup is performed based on the provided identifier (e.g., phone number, email, or other contact details). If the system finds multiple matching contact records, the agent needs to select the correct one before proceeding.

Agents will be able to quickly and efficiently select the correct contact record of the call or chat from a list, rather than performing a search to locate the appropriate record.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

• If multiple contacts are returned in the reverse look up search, agents will be presented a list of records that they will review to select the appropriate contact record. The header of the chat or call will be updated based upon the selection made.

Key Resources

See the Chat With a Customer section of the Using Service Center in the Redwood User Experience guide

Also, see Implement Web Chat section in the Overview of Web Chat for Service guide.

Access Requirements

• Provision the Chat Agent and AI summary roles to chat agents