This article explores profile management actions in guided workflows, detailing how to efficiently update, modify, and manage profile-level data to streamline processes and enhance user experiences.

Four actions under Profile Management are:

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Profile List Change

The Profile List Change action in guided workflows is used to modify outbound campaign profile lists by adding or removing profiles from the global profile list and the workspace profile list. This action specifically targets the current profile on which the guided workflow is being executed, enabling seamless updates to profile lists. However, it is crucial to ensure that there is a valid profile context during the execution of the guided workflow. If no profile context is available, the node will generate errors, making it essential to verify this condition beforehand.

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Add Auth Profile to Case

The Add Auth Profile to Case node enables the merging of a specific authentication profile with a case. Here’s how it works:

• Channel ID: This is the unique identifier used for the authentication profile.

• Case ID: The ID of the case to which the authentication profile should be merged.

Key Features

• You can specify the channel ID of the auth profile and the case ID for merging.

• Optionally, add contact details such as email and phone number to the auth profile being merged.

• A tag can also be added to the auth profile for easier identification.

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  Note: If there is no profile context during the guided workflow execution, this node will throw errors.

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Merge Profile

The Merge Profile node is used to merge two profiles that have been identified as belonging to the same customer, typically when there are duplicate profiles across different channels. This node is crucial for consolidating customer data into a single, unified profile, ensuring consistency and improving the accuracy of customer interactions.

Key Features:

• Profile Merging: When the guided workflow identifies two profiles for the same customer, this node allows for the merging of those profiles into one.

• Channel Selection: You can select the channel for the profiles being merged (e.g., social media, email, phone, etc.).

• Asset ID Variable: The node allows you to specify the variable containing the asset ID of the new, merged profile.

• Duplicate Data Consolidation: The merging process ensures that customer information across multiple channels is consolidated into a single, accurate profile.

This process helps eliminate data redundancy, ensuring a seamless and streamlined customer experience across all touchpoints.

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Add to Suppression List

The Suppression List is a crucial tool for managing customer preferences, specifically for those who have requested not to be contacted again. This list helps ensure that businesses respect customer wishes by preventing future communications, such as calls or marketing messages, to individuals who have opted out. It is often referred to as a Do Not Disturb (DND) list and can be updated through After-Call Work (ACW) tasks.

Key Features

• Contact Opt-Out Management: The suppression list holds contact details of customers who have expressed their desire not to be contacted. This ensures compliance with customer preferences and privacy regulations.

• ACW Updates: Agents can update the suppression list by filling in After-Call Work (ACWs) forms when customers request not to be contacted further.

Business Use Case:

In a customer conversation, if a customer indicates that they no longer wish to be contacted, agents are responsible for marking these customers on the suppression list. This action helps avoid sending future marketing communications or promotional offers, ensuring that businesses respect customer privacy and preferences while maintaining a positive brand reputation.

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