Why do social media tickets create duplicate user profiles?

Question

Why are new profiles created for existing TyrellCorp users contacting through social media channels?

Answer

This happens because social media ticket requests are not identified using the same contact details in the current end-user profile. TyrellCorp users are identified by their email, phone number, or external ID.

For channels such as WhatsApp, Facebook Messenger, Slack DM, X DM, Instagram Direct, and others, the user is not identified using the above-mentioned details, and as a result, a second profile is created in TyrellCorp.

You can merge the new profile with the end-user's current profile, so any new interactions or support requests from the same social media channel will be linked to the correct end-user profile in TyrellCorp.

For more information, see this article: Merging a user's duplicate account.