Match contacts made by meeting link and manually.
a week ago
Hello, we are having a bit of a problem with finding and matching a original contact with a contact created via meeting link. See below...
When a contact is created, a workflow sends an email with a meeting link. This meeting link has a form itself to fill basic info like name, email, phon number. Majority of the time this works well.
Some users will enter a completly different info. Since HS can't match this with an existing record, it creates a new contact. Makes total sense. But the problem is, internally we don't realibly know who is this contact is actually (because info is different). This makes the agent's call hard. They have to repeat questions and somehow make the match from the phone call. Not the best situation for the agent to be in because of wasted time and sometimes customer expects we know the details already.
I'm positive some of you giuys out there ran into the same issue. What was your workaround or solution for this situation? And ideas?