Campaign Dynamic Contact Manager

Element Name: Campaign Dynamic Contact Manager

Category: Outbound

Description: Advanced functionality that adds or updates a contact for channels that support direct deflection. The Outbound Solution must be available.

Functionality: It is responsible for dynamically creating contacts, making it independent of the originating channel. It is associated with the deflection feature, which is Lynn's ability to suggest conversations through other channels. Not all channels support deflection, primarily due to the contact parameters required to initiate a conversation in that channel or the policies of the destination channel that restrict proactive contact. Typically, the channels suitable for deflection are WhatsApp and Voice, where the information associated with the phone number for both channels can be requested in the flow and then stored for contact records. Facebook wall and Messenger, Instagram comments, and Messenger work with the translation of their source identifiers.

The following parameters should be considered for configuration:

Configuration Fields for Campaign Dynamic Contact Manager (Required)

[Name] A unique descriptor for the configuration box for identification within the workflow.

[Specify contact channel] The contact channel, which must be previously enabled in the application. Typically, specify the channel to which you want to deflect.

[Expression to specify the full name of the contact] An expression to specify the contact's full name.

[Expression to specify the identifier of the contact] An expression to enter the destination contact's identifier. This identifier must be compatible with the user's identity on the social network or destination channel. For example, deflection to WhatsApp requires entering the user's phone number.

[Entity where the ID of the created contact will be stored] An output entity generated from user identification. This entity is used to identify the user or perform subsequent validations, such as adding them to a blacklist.

[Update contact name] Allows defining the behavior of the action. If a contact with this user definition (name) already exists, it can be updated instead of being generated again. By default, this option is set to "No."

Linking Contacts from Different Channels (Optional)

Correlation Identifiers: (Limited to 3 correlations) a parameter that can be stored associated with each contact to link channels from different sources. Example of correlation: If a user is identified, and their identification number is requested in Lynn's workflow, this number serves as a correlator to link the same user across other channels, such as various social networks. Managing this correlation will populate an internal record associated with Lynn's contact list for this application.

[Expression to specify correlation identifier 1] An expression containing the correlation identifier 1.

[Update correlation identifier 1] A Boolean field where "Yes" allows overwriting the contact if it already exists or creating it. Select "No" to keep the existing contact.

[Expression to specify correlation identifier 2] An expression containing the correlation identifier 2.

[Update correlation identifier 2] A Boolean field where "Yes" allows overwriting the contact if it already exists or creating it. Select "No" to keep the existing contact.

[Expression to specify correlation identifier 3] An expression containing the correlation identifier 3.

[Update correlation identifier 3] A Boolean field where "Yes" allows overwriting the contact if it already exists or creating it. Select "No" to keep the existing contact.

Implementation Example

Suppose you want to deflect a customer entering through Lynn's web chat to a WhatsApp number owned by that customer.

-- Precondition:

Assign a name and create an entity for specifying the customer's name. Request the WhatsApp number, including the region code, to define the contact's criterion identifier.

-- Input:

[Name]: CreatedDynamicContact

[Specify the contact's channel]: Widget (Services).

[Expression to specify the contact's full name]: Contact_name (Contains the customer's name).

[Expression to specify the contact's identifier]: Criterio_cliente (Contains the phone number associated with the customer's WhatsApp).

[Entity where the created contact's ID will be stored]: id_creado (Contains the identifier's output of the contact in Lynn).

[Update contact's name]: No

[Correlator 1 (optional)]: Contains the correlation identifier that will be used to associate different channels with this user or customer. For example, ID card number (RUT).

-- Result:

A contact is created in the contact list with the identifier "id_creado," with a criterion identifier associated with the destination channel "Criterio_cliente." This contact can be deflected immediately. Optionally, if a correlation parameter has been defined, this contact will be associated with any record that matches this correlator to link this channel to the available social media deflection record for this user.