Identify Contact Block

Use this block to identify a customer in the database based on search criteria, which can be customer profile data or customer extension data. If the customer is found, then Context Services can provide data that can be used to personalize offer or to resume/modify a service in process.

Note: Prior to using this block, set Context Services Preferences. For detailed information on how Universal Contact Server identifies customers, see the Context Services User's Guide. For an example of how to use this block, see the Getting and Using E-mail Addresses topic.

The Identify Customer block has the following properties. The behavior of some properties can vary depending on whether you are in offline or online mode.

Use Case

1. An inbound interaction initiates a routing workflow.
2. Based on data attached to the interaction, the contact is identified from Universal Contact Server (UCS), and the interaction's user data is updated.
3. The user data is then assigned to variables and is then used to provide an automated response that is personalized with the First Name, Last Name and the contact address of the contact.

Name Property

Find this property's details under CommonPropertiesforWorkflowBlocks.

Block Notes Property

Find this property's details under CommonPropertiesforWorkflowBlocks.

Exceptions Property

Find this property's details under CommonPropertiesforWorkflowBlocks.

You can also define custom events.

Customer Count Property

Click the down arrow under Value to select a variable whose value is the number of customer records returned by Universal Contact Server. This feature is for your convenience. It also serves the purpose of retaining the original number of records returned in case the returned data is modified through other blocks.

Condition Property

Find this property's details under Common Properties.

Logging Details Property

Find this property's details under Common Properties.

Log Level Property

Find this property's details under Common Properties.

Interaction ID Property

Find this property's details under Common Properties.

Contact Count Property

Use to specify a variable to hold the number of matching contacts if more than one is found.

Contact Created Property

If no existing contact matches the data attached to an interaction, you can have a new contact created in Universal Contact Server Database. Select the variable to hold the new contact information.

Result Property

Find this property's details under Common Properties.

Variables Mapping Property

Use this property to map the JSON data returned by this block to variables. See the Variables Mapping topic for details.

Create Contact Property

Based on attributes that match data attached to the interaction being processed by the strategy, if no existing contact matches the data attached to an interaction, use this property to have a new contact created in the Universal Contact Server database.

Return Unique Property

Used this property to indicate that UCS return the list of matching Contact’s ID only if a single matching contact record is found. By default it will return data for all matching contact records found.

Tenant Property

Find this property's details under Common Properties.

Universal Contact Server Property

Find this property's details under Common Properties.

Update Interaction User Data Property

Use this property to update certain attributes of the contact from values (literal or application variables) specified by the user instead of values from the userdata. Also see Common Properties.

Update User Data Property

Use this property to update the UCS database record of the matching contact with information from the current interaction’s userdata. Also see Common Properties.

Enable Status Property

Find this property's details under Common Properties.

ORS Extensions Property

Starting with 8.1.4, Composer blocks used to build routing applications (with the exception of the Disconnect and EndParallel blocks) add a new ORS Extensions property.