Customer Profile
Customer Profile links multiple contact information into a single customer so you can then see all conversation across channels in our customer journey. Customer Profile stores contact information such as emails, phone numbers, usernames, IDs from various platforms, and similar.
Linking Contacts
You can associate multiple contacts with a single customer. Each customer is associated with a single customer journey. That enables you to see all the conversations between you and the customer in a single place as a complete customer experience.
In the example above when you integrate Salted CX with the three example systems Salted CX will automatically build the relationships based on multiple records associated with the same customers in the individual systems. Now when the customer uses their phone number +1 (555) 123-4567 and their email carmen.menzel@company.com the conversations over these two channels are visible in the same customer journey even when they do not appear in a single system next to each other.
We automatically extract relationships between contacts from all supported platforms. When you use our Ingest API you can also provide alternative contact information about customers that helps to build relationships between contacts of the individual customers.
Privacy
Customer Profile is designed with privacy protection in mind while providing features that help you to understand complete customer journeys. The customer and their contact information are represent by PIDs. PID is an UUID from which you cannot determine the original value.
| Feature | Customer PID | Contact PID |
|---|---|---|
| How it is generated | Random UUID generated by the Salted CX Customer Profile. The value is not based on any specific contact information. | UUID based on the actual contact with added account specific information to generate different PID for the same contact in two different accounts. |
| Information necessary to generate | None | Account ID Original contact information (email address, phone number) Source for contacts that represent an ID in a source system (to avoid conflicts if a same value in different systems represent different people) |
| PID can change after engagement creation | Yes | No |
Contact Format
We perform simple clean up of the contact information to connect conversations that would otherwise be attributed to a different physical person just because a difference in formatting.
| Contact Type | Clean Up | Example |
|---|---|---|
| All Contact Types | Remove empty characters on the right and left side of the contact value. | ID 1234 → ID 1234 (only spaces around the whole ID string are removed) |
| Phone | Keep only digits and plus on the first position (remove all other characters) Convert leading double zero 00 to plus +If the phone number does not have country code we do NOT attach any country code to it | +1 (555) 123-4567 → +15551234567<br/>(555) 123-4567 → 5551234567<br/>00420 123 456 789 → +420123456789 |
| Convert to lower case | John.Smith@company.com → john.smith@company.com |
Clean up is based on contact type you provide. So the clean up for phone number happens only in case you explicitly tell via Ingest API that the contact is a phone number (Phone). If you provide different contact type only the basic clean up will happen — removing white spaces at the beginning and at the end of the contact.
If you use our Ingest API to load the customer contacts we strongly recommend you validate you have the contact information in the format you expect. If you load phone numbers always try to include the country code in the phone number even if you have phone calls only from one country.
Unified phone number format enables to easily link the same person in multiple systems and prevent different people from being linked if they by chance have the same phone numbers, just in different countries. Phone number +1 (555) 123-4567 is considered different from phone number without country code (555) 123-4567 as we are unable to reliably attribute country to that phone number.
We do not use contacts that do not pass basic validation to link with other contacts into the customer journey.
Do Not Link Contact
You can prevent a selected contact from lining to other contacts from the customer journey. This enables you to isolate a contact that does not represent well a physical person from merging unrelated conversations into a single customer journey.
An example of contacts you do not want to use for building customer journeys are group email addresses or phone numbers that are used by a company gateway and there are multiple people using them.
Large Contact Clusters
We limit the number of contacts associated with one customer to 100. This cap prevents accidentally loading data to Salted CX that would cause linking unexpected contacts together. When this cap is reached we attempt to identify a contact caused the large clusters to appear and isolate the contact from creating the customers. The contact has to have at least 20 connections to become isolated.
Example when this happens is when source systems contain unclean data such as no@email.com for customers who have not provided emails. In case the system also contains customers such email can link those phone numbers to a single customer. This detection mechanism helps to automatically resolve these issues if they link too many contacts together.