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Split a customer timeline

Last Update: Oct 2024 • Est. Read Time: 2 MIN
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There are times when you may realize that you may want to move conversations from one customer's timeline to another. For example, customers with similar names may have been mistakenly merged into the same profile, or you have a customer that contacts you from both a business and personal email address, and these conversations shouldn't be on the same timeline. With Kustomer, you can quickly move conversations to another customer's timeline and ensure they receive the best support when they contact you.

In this article

When should I split a timeline?

The first step in deciding if you should split a customer's timeline is determining whether or not it should be split at all. Look at the profile’s email addresses, phone numbers, and other contact details. If there are any duplicates, you should split these customers. You should also review conversations in their timeline to see if you can find other duplicate information. Look for subtle differences between the names in conversations, email addresses used in orders, etc.

Note: In some cases, you may notice that two profiles are actually the same person, where one might might be a business profile and the other is personal. In this situation, you must first decide whether it makes sense to split these profiles. If so, consider differentiating these customer profiles to prevent an agent from merging them again. For example, you could append details to the customer's name field, such as "John Doe (Personal)." This will help other users in your organization quickly see the difference in profiles.

Create a new customer profile

Once you decide to split a customer's timeline, you need to make sure you have the profile it is being split into ready to go. Add a new customer with their name, and copy any relevant customer details into the new profile, such as their email address or secondary phone number.

Notes:

  • You can only move conversations when splitting a customer's timeline. To move any associated KObjects to another customer's profile, please see Move KObjects to a Different Timeline.
  • Customer attributes such as their social media handle or mobile phone number will not be moved to the new profile. Please copy this information manually before splitting the timeline.

Split a customer's timeline

Once you have a new profile set up, you are ready move conversations to a different customer's timeline.

To split a timeline:

  1. Navigate to the customer in the timeline.
  2. From the toolbar, open the Customer Options menuand select Split Customer.
  3. Use the search field to find and select the target customer profile.
  4. Select the timeline events you want to move to the new profile and select Split Customer.

    Note: Only conversations can be moved to another customer's timeline.

  5. Review the information you selected. To complete this action, select Confirm Customer Split.

The split conversations are now listed in the new customer's timeline.