Messaging apps are the main support channel for a lot of customers, but a message outside your system may as well not exist.
Matching on a normalised phone number
Stored numbers are normalised to E.164 before matching, so a local format and an international one still land on the same record.
When it cannot be matched
The message drops into an assignment queue with the three closest records by display name, so an agent can pick one quickly.
Leave a Reply