View social profiles of contacts

  • Article

Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

The system creates a social profile for incoming requests from asynchronous channels. After a social profile is created for a conversation within a channel, later conversations are linked to the same social profile for the channel so that you can view all the related information in one place.

When a customer contacts the contact center for the first time, you must search and link the customer contact with the conversation manually for the social profile to be created in Dynamics 365. Subsequent conversations are automatically linked.

How social profiles are linked with contacts

When a customer sends a message, a record is automatically created with the social profile for the channel by using the unique identifier for the customer.

With social profiles, you can do the following:

  • Automatically identify customers on social channels
  • Display the customer name or phone number with conversations and calls on the agent dashboard
  • Send outbound messages

The social profiles are supported for the following channels.

Channel Supported? Visitor name
Apple Messages for Business Yes Visitor
Facebook Yes User name
LINE Yes Display name
WhatsApp with Twilio Yes Phone number
WhatsApp through Azure Communication Services Yes Phone number

View social profiles

As an agent, you can see the active social profile information, such as the customer, profile name, social channel, and related social profiles.

  1. In the Customer Service workspace or Contact Center workspace app, select the Search box, and scroll to the bottom of the list.

  2. Select Search for rows in a table using advanced filters.

  3. In the Select a table to search flyout menu, select Social Profiles, and select Continue. The Active Social Profiles page displays the list of active profiles.

  4. Select the profile that you want to view.

  5. The RELATED SOCIAL PROFILES section displays the related social profiles that are automatically linked after the contact is identified through the unique identifier.

Optionally, you can update the details and save the profile. You can also deactivate or activate the social profile.

Next steps

View customer information on Active Conversation form