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  Article updated: September 13, 2021

Sparkcentral cross-channel conversation history

Cross-channel conversation history provides a consolidated view of a contact’s conversation history across all channels and networks. This capability offers several benefits, including:

  • Agents don’t have to ask contacts to repeat what they’ve said in a different channel.
  • Agents can see whether the contact is working with another agent and, if so, manually resolve the conversation as a duplicate.
  • Agents can ask contacts to move from a public to a private medium without losing context.
  • Agents have the full context of conversations.
  • The number of clicks required to get a complete view of customer interactions is minimized.

Set a matching attribute

For Twitter and Instagram, cross-channel conversation history works by default based on unique user IDs. For all other channels, you can specify a matching contact attribute. If conversations from different channels have the same value in the Matching Contact Attribute field, their conversation histories are linked automatically.

To specify the contact attribute to match across channels, on the Settings tab, expand Agent Workspace, and then select Contact Attributes. Select Change to choose a new attribute.

Agent Experience

Social network icons at the top of the conversation view indicate whether the history for this customer is available on multiple channels.

Agents can enable or disable the cross-channel conversation history by selecting or clearing the All Channels check box under Conversation View.

Conversation matching examples

Twitter or Instagram:

Customer @johndoe sends a message to Twitter channel @Brand and @BrandSupport.

Results:

  • Two queue items, one for each Twitter channel (@Brand and @BrandSupport).
  • Because this message comes from the same Twitter user with the same unique user ID, you can see both conversations in the same view if All Channels is enabled.

The same applies for Instagram. Conversations are automatically matched based on the unique Instagram user ID.

Facebook and Twitter:

A customer sends a message to a brand on Facebook. The same customer previously contacted the brand on Twitter.

Results:

  • A new Facebook conversation appears in the queue.
  • If a matching contact attribute is filled out in the previous Twitter conversation and is also entered for this conversation, and it matches, the contact history for both conversations is merged. You will see both conversations in the same view if All Channels is enabled.

Frequently asked questions (FAQs)

Can all users see the full contact history?

If an agent does not have access permissions on a certain channel, they won’t be able to see that conversation history, even though the conversation is linked based on the matching contact attribute.

If no matching attribute is configured, what will happen?

In general, the conversation histories of different channels for the same contact will not be linked. However, Twitter and Instagram share cross-channel history because of their unique IDs.

Will my settings be preserved when I log out?

The All Channels toggle is stored locally in the browser, so if you log out and in again using the same browser, your settings are preserved.

Are contact attributes case sensitive?

No. For example, ABC123 and abc123 will be a match.

I can see multiple channel icons, but I can't see the conversation history for all of the channels

The icons indicate that there is a matching contact profile and conversation history for this contact on those different channels. However, if you don't have access to one or more of the channels, you won't see the cross-channel conversation history for those channels.