Automatically merge chat customers

  • 19 January 2024
  • 1 reply

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A large portion of our customers who come through chat need to be merged, as they have to manually type in their email address and can make spelling mistakes or change the case of some letters.
Is there a way to automatically merge these, with a workflow maybe?


Best answer by lauren.brake 19 January 2024, 19:54

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This is a great question! While we don’t recommend merging profiles via workflow in a case like this, we do recommend looking into JWT tokens to login and authenticate the chat session. By doing this, you can prevent issues with users mistyping their email address and having to merge later. This article​ outlines more info on JWT tokens and how to get started. Hope this helps!