Introduction to Visitor-Contact Match

In Comm100, a visitor is an online user who lands on the Live Chat-enabled website, and a contact represents a known individual with unified identity data, such as name, email, phone number, and more.

With Comm100 Live Chat, when a visitor comes to your site, agents can view their information such as name, status, number of visits, and so on from the Agent Console.
 

In Ticketing & Messaging, the system auto-creates a Contact when receiving a message from Email, SMS, or social channels. Contacts allow you to track and manage the complete communication history from different channels of a customer. For example, when a customer sends an email and a Telegram message at the same time, saving the customer as a contact allows you to have a full view of past interactions.

However, Live Chat does not auto-identify a contact. Even if the visitor has an email address that matches an existing contact, agents need to manually convert the visitor into a contact to track the contact’s complete communication history in other channels.

Visitor-Contact Match is designed to automate the contact identification process. With Contact Match properly configured, the system automatically identifies and links a visitor to an existing contact, or creates a new one when necessary.


Contact Match brings several key advantages:

• Streamlined workflows: Automatically matching visitors to contacts eliminates the need for agents to manually search or create contact records.
• Improved personalization: Access to a visitor's full history and profile empowers agents to tailor their responses, resulting in better customer experiences.
• Accurate contact records: Field mapping and update strategies help maintain consistent, up-to-date contact data across systems.
• Operational efficiency: Reduces repetitive data entry and enables more seamless integration between Live Chat and your contact database.

Step by Step Instructions

To use visitor-contact match, you need to set up field mapping between visitor fields and contact fields, and the rules to update contacts. To set up visitor-contact match, follow these steps:

1. Log in to the Comm100 Control Panel.
2. From the left navigation pane, go to Live Chat > Settings > Contact Match.
   
3. Set up the field mapping and contact update strategy. To learn the details, see Reference: Configuration for Visitor-Contact Match.
4. Click Save.

Reference: Configuration for Visitor-Contact Match

To set up visitor-contact match, you need to complete the following settings:

• Field Mapping between Contacts and Live Chat data: Map contact fields with Live Chat fields. When creating or updating a contact, the system automatically populates contact fields with the values from Live Chat. 
• Contact Information Update Strategy for Chat: Whether to update a contact’s information using Live Chat data.
  • Do nothing: The Contact’s information will not be updated using Live Chat data. However, agents can still manually update the Contact details directly within the Agent Console.
  • Update Contact from mapped fields: Update a Contact's information with all mapped fields.
  • Only auto-update empty fields from mapped fields: Keep a contact’s existing information, and update new fields from Live Chat.
• Operation if No Contact Matched for Chat: When the system finds no match for a visitor from Live Chat, whether to create the visitor as a Contact.
  • Do nothing: The system does not create a Contact, but agents can manually create the visitor as a Contact.
  • Automatically create a new contact: Automatically create the visitor as a Contact.
• Contact Information Update Strategy for Offline Message: Whether to update a Contact’s information when receiving an offline message.
  • Do nothing: Do not update a Contact’s information.
  • Update Contact from mapped fields: Update a Contact's information with all mapped fields.
  • Only update empty fields from mapped fields: Keep a Contact’s existing information, and update new fields from offline messages.
• Operation if No Contact Matched for Offline Message: When the system finds no match for a visitor from Offline Message, whether to create the visitor as a Contact.
  • Do nothing: The system does not create a Contact, but agents can manually create the visitor as a Contact.
  • Automatically create a new contact: Automatically create the visitor as a contact.
• Customize Rules to Identify the Comm100 Contact: The Contact can only be identified when the mapping fields are matched. By default, Email is used to identify a Contact. You can click Customize Now to set up your own rules.
  
  
  Note:

  • If you choose to automatically create a contact, ensure that all Required Fields in the contact profile are correctly populated using data collected from the live chat.
  • Whether you're updating contact fields or creating contacts automatically, all mapped live chat fields must contain valid and complete values. An error in a single field can cause the entire operation to fail.
    • SMS and Phone Fields: A "+" sign must precede the country code (e.g., +1, +44). Phone numbers submitted without the "+" will not be saved or updated in the contact record.
    • Field Data Type Matching: Even if the values are the same, mismatched data types between mapped fields (e.g., Text vs. URL) will also result in a failure.