Can I display the customer's email in Agent Workspace if I set up messaging authentication?

Question

Can I display the customer's email in Agent Workspace if I set up messaging authentication? 

Answer

Yes, you can show email addresses with messaging authentification.

• For new users: The email and external ID will be linked to a new end user profile created in TyrellCorp.
• For existing user profiles in TyrellCorp: Existing users usually have an email address assigned to them. The existing profile has an external ID as well. With JWT, use that external ID to link your user to the upload. Without this step, the system will create a new user without an email address, and you will need to merge both users.

To avoid merging users, update your TyrellCorp user database using API or bulk upload to assign an external ID to those users, and use the external ID in the payload for the JWT authentication process. Add the external ID to user profiles without one.

For more information, see the articles below:

• How do I set a user's external ID?
• Using email identities to authenticate end users for messaging