Merging Customer Profiles

If a customer submits a question with an e-mail address that is not listed in the customer's profile, KANA Response creates a new customer profile based on the new e-mail address. This occurs if a different contact sends an e-mail to KANA Mail from an e-mail address different than the one associated with this customer's profile. The result is one customer with two different e-mail addresses.

You can merge the two customer profiles (one with the new e-mail address and one with the previous address) by searching for customers with the same name, and then clicking Merge. The Merge Customers window opens so that you can choose the preferred phone number, e-mail address, street address, and custom fields.

Note: You cannot undo a merge. Also, you can only merge two customer profiles at a time. If you need to merge more than two customer profiles, first merge two and then merge the new customer profile with the third customer profile. Continue until all customer profiles are merged.

To merge customer profiles

1. In the Find dialog box (CTRL + F), click the Customer tab.
2. Enter search criteria, and click Find Now.
3. In the Find Customer Results window, select the customers whose profile you want to merge and press CTRL.
4. Click the Merge Customers icon.
5. Select merge options in the Merge Customers window.
6. Click OK.

Learn about customer profiles.

How do I add an e-mail address?

How do I add a phone number?

How do I add an address?

Learn about customer profiles.