Customer identification

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

Channel Standalone CP CRM-integrated CP

Voice

Communication Panel automatically identifies the caller based on their phone number:

  • If a single match is found: The caller's name is shown.

  • If no match is found: The incoming phone number is shown.

  • If multiple matches are found: The system will indicate that the number belongs to several contacts.

Phone number in Communication Panel 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 automatically identifies the sender:

  • If the email includes a display name: This name is shown.

  • If there is no display name: The sender's full email address is shown.

  • If the address matches multiple contacts: The system will notify you.

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

Web chat

Communication Panel searches the Directory using the sender's email address to find their name.

  • If a matching contact is found, the sender's name is shown.

  • If no match is found, the sender's email address is shown instead.

Email address in Communication Panel 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

For conversational channels (like WhatsApp), the system first checks if the messaging platform provides the customer's name.

  • If a name is received, Sinch Contact Pro verifies it against the directory and shows the possible match in the extension area.

  • If no name is provided, Communication Panel searches the Directory for a match. If no match is found, the customer's phone number is shown.

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.