Customer Profile Control Panel for CTI (Engage Legacy)

When running in CTI mode, Engage will show a new panel in the Customer Profile details.

This panel will:

indicate if the Profile is linked to a Salesforce Contact (has an sfdcContactId attribute).

Provide buttons to Search in Salesforce and the Link the Contact

or buttons to view the Contact in Salesforce and Update/Sync attributes from Salesforce to the Profile

Updating Attributes

Once a Profile is linked to a Salesforce Contact, agents can choose Update Attributes to update the Profile with details from the Salesforce Contact. This makes these details available on the profile for easier personalisation in contact flows or for agents using Engage outside of the CTI.

These fields are mapped matching the same rules for the standard Salesforce connection