Q. Why are abandoned calls from the same number creating a new Customer Profile?
  • 07 Apr 2022
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Q. Why are abandoned calls from the same number creating a new Customer Profile?

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All abandoned calls from the same number create a new Customer Profile if they are from a number that cannot be matched to an existing Customer in Gladly. The unidentified caller's phone number will be tagged as "Other" because Gladly will not know the type of phone number it is related to (mobile, home, etc.)

The Conversation related to the abandoned call is automatically closed unless there are existing open Contacts.

In practice, an Agent following up should first search for a matching Customer Profile using the phone number. If there is a matching Customer Profile, then they should merge the Profiles.

Unknown Customers



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