Best Practices for Profile Matching for CTI (Engage Legacy)

Enable Salesforce Contact ID matching rule

This will mean the Connect Customer Profile will match based on the Contact Attribute.

Linking records in Engage

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If a profile is not linked to a Salesforce Contact (ie. has no sfdcContactId), the agent will see a banner prompting them to link the profile to the Contact they are looking at in Salesforce. Once this is done, the sfdcContactId is added to the profile.

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