When a message arrives in the KANA Response system, the system gathers information from the message for the customer profile. All customer records are stored based on the senders e-mail address. If the new message has an e-mail address that is not associated with any existing customer records, KANA Response creates a new customer record and completes as much of the customer profile as possible.
If the new message contains an e-mail address associated with an existing customer record, KANA Response updates the customer profile with any new information. This includes information from vCards, web forms, and KANA Conduits SDK.
Customer profiles contain contact information for a selected customer, including name, e-mail addresses, phone numbers, mailing addresses, and any notes. Information from custom fields automatically appears in the Custom Fields section of the Customer Profile. If there are no custom fields, the Custom Fields section is empty.
Viewing customer profile information lets you:
An e-mail address will be marked as noneditable if the last message received from the address was over a trusted channel.
If you do not have the right permissions to edit the address, contact your administrator, who can assist you.
Additionally, if you are entering a new e-mail address for secure messages that will travel over a trusted channel, you must include the associated domain.