Page 53 - Grand Travel - Demo Prototype-RayD

Grand Travel Demo

Action: Select the Icon

You will be presented with the ​Identities​ screen.

Review the Identities Information

“Engage has a built-in intelligent algorithm that searches across different sources to identify
possible links between different sources and identities, even when those sources may have
different names or handles associated with them. As you can see from the example here, this
same user, ​@JamesFultonLive​, operates using another identity (​Julien Rio​) using ​WhatsApp​.

This is not uncommon, however, due to the uncertain nature of identifying users even with the
same or similar name, ​Engage​ presents its findings to the agent and gives the agent the
opportunity to merge multiple identities to allow the company to provide a single view of the
customer. This is important for at least 2 reasons:
1. It provides the agent with an opportunity to ask the customer to opt-in in merging their
identities. This is particularly relevant for GDPR compliance in the EU.
2. It provides the agent with an opportunity to validate (by asking the customer) if these
identities are owned by the same customer.

Provided the identities are confirmed and that the customer has agreed to it, the agent can

select the button to merge the identities. Merging the identities will allow the company
to view and report on all of the customer’s interaction history across all channels.”

Author: Alain Mowad Page 53 of 73