Matching Inbound Emails and Phone Calls to Customer - Appv5 Knowledge

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Inbound Communication Matching Overview

To assist with the manual process of identifying a customer and associating an automatically created Case to the correct Customer, Location, and Contact in your OvationCXM instance, the system uses data from the inbound communication to match to the correct record.

As part of this matching logic, the system refers to what is called an ad-hoc customer. This means that the Customer, Location, and Contact records were created automatically by the system as a placeholder rather than specifically by your team (via API, bulk import, or manual creation). The ad-hoc flag lowers the ranking of a match to help ensure the inbound communication is attached to the best possible customer profile.

It is also worth noting that this matching logic is the system default and can be overridden by your organization's specific matching logic. For example, if you collect a UID as part of your voice IVR, you can use that to look up and match to exact customer records.

Inbound Email Matching

When someone sends an email to an inbox configured to automatically create Cases, the system attempts to match the email to the correct record. This works the same way whether your organization uses the IMAP or Forwarding process for creating Cases from inbound emails. The system tries to match the email address from the inbound email to the standard Email field on the Contact record.

The matching logic works as follows:

• If the inbound email address matches a single Contact on one Location, the automatically created Case is attached to that Customer, Location, and Contact.
• If the inbound email address matches multiple Contacts or a Contact on more than one Location, the system examines the types of records before selecting a match:
  • If the email address matches only one Contact on a non-ad-hoc Location (i.e., intentionally created), the Case is attached to that intentionally created Customer, Location, and Contact.
  • If the email address matches more than one Contact on more than one non-ad-hoc Location, the system then examines the ad-hoc records before selecting a match:
    • If the email address matches multiple Contacts on multiple ad-hoc Locations, the Case is attached to the most recently created ad-hoc Customer, Location, and Contact. This prevents the system from creating a new ad-hoc record every time that customer emails you.
    • If the email address matches Contacts on both multiple ad-hoc and multiple non-ad-hoc Locations, the system automatically creates a new ad-hoc Customer, Location, and Contact for the Case. The Case can then be manually moved to the correct customer records, and the ad-hoc records will be automatically deleted.

Inbound Phone Matching

Matching inbound phone calls to the correct customer records works the same way as email, except that the phone number is matched to the standard Business phone field on the Location rather than the Email field on the Contact record.

Inbound SMS Matching

Matching inbound SMS messages to the correct customer records works the same way as email, except that the SMS number is matched to the standard SMS Number field on the Contact rather than the Email field on the Contact record.