Duplicate Contact Detection

When an incoming chat or phone call is from an unknown contact, the system initiates a duplicate check if the customer service representative (CSR) chooses to create a new contact. As the CSR enters an email address, the system automatically searches existing contact records for potential matches.

If matches are found, a list of suggested contacts is displayed, allowing the CSR to quickly review key details. The CSR can select an existing contact by clicking the name or choose "View Details" to open the full contact profile for further verification.

While the system highlights possible duplicates, the CSR retains the flexibility to proceed with creating a new contact if needed.

This maintains cleaner contact data by decreasing the risk of duplicate and fragmented records .

Steps to enable and configure

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

Tips and considerations

This applies to Service Center Chat and Phone Call flows.