View social profiles of contacts

Omnichannel for Customer Service creates a social profile for incoming requests from asynchronous channels. After a social profile is created for a conversation within a channel, later conversations are linked to the same social profile for the channel so that you can view all the related information in one place.

How social profiles are linked with contacts

When a customer sends a message, a record is automatically created with the social profile for the channel by using the unique identifier for the customer.

With social profiles, you can do the following:

• Automatically identify customers on social channels
• Display the customer name or phone number with conversations and calls on the agent dashboard
• Send outbound messages

The social profiles are supported for the following channels.

Channel	Supported?	Visitor name
Apple Messages for Business	Yes	Visitor
Facebook	Yes	User name
Google's Business Messages	Yes	Display name
LINE	Yes	Display name
WeChat	Yes	Visitor
WhatsApp	Yes	Phone number
Custom messaging (Telegram)	Yes	User name

View social profiles

As an agent, you can see the active social profile information, such as the customer, profile name, social channel, and related social profiles.

1. In the Omnichannel for Customer Service app, select the Search box, and scroll to the bottom of the list.

2. Select Search for rows in a table using advanced filters.

3. In the Select a table to search flyout menu, select Social Profiles, and select Continue. The Active Social Profiles page displays the list of active profiles.

4. Select the profile that you want to view.

5. The RELATED SOCIAL PROFILES section displays the related social profiles that are automatically linked after the contact is identified through the unique identifier.

Optionally, you can update the details and save the profile. You can also deactivate or activate the social profile.

Next steps

View customer information on Active Conversation form