Can I manually merge two customer profiles from the Customer Info card?
Yes. When CommBox identifies a potential match between customer profiles, such as a matching phone number or email address across different channels, you can manually merge the profiles from the Customer Info card.
How does CommBox decide when to automatically merge two customer identities?
CommBox automatically merges customer identities when they originate from the same channel and share the same identifier, such as the same phone number or email address.
Why weren't two customer profiles merged even though they have the same phone number?
If the identities originated from different channels, such as WhatsApp and Email, CommBox may suggest merging the profiles rather than merging them automatically. The suggested merge must be manually confirmed by clicking Merge.
Can an identity be detached from a customer profile after it has been merged?
Yes. When an identity is detached, CommBox creates a new customer profile containing that identity and its associated conversation history.
Can a phone number added later trigger a merge suggestion for an existing anonymous profile?
Yes. If identifying information is added to an existing profile later, CommBox may suggest merging it with another profile that contains matching information.
Can I undo a merge if the wrong identities were merged?
There is no standard automatic undo option for a completed merge. If identities were merged incorrectly, contact CommBox Support for assistance.
Is the original conversation history preserved when identities are merged?
Yes. The conversation history associated with each identity is preserved and consolidated under the merged customer profile.
Can identity matching rules be customized for each organization?
The standard matching fields are Phone, Email, and Unique ID. If your organization requires different matching logic, contact your Customer Success Manager (CSM) to discuss the available options.