Identifying and Updating Persona Merges
8min
Identifying the merge issue
- Open the Persona card by selecting the persona name from your Personas list.
- Navigate to the “Profile merges” tab within the Persona card If a persona has 0 merges, the “Profile merges” tab will not be present
- From a persona’s Profile merges you will see the following:
- AIQ Universal ID: the ID which AIQ uses to identify the persona
- The list of Persona merges
- Platform: Platform this persona was merged from (ecom/pos/loyalty signup)
- AIQ ID: Identity of this merged persona
- Date Imported: Date AIQ first noticed this persona
- Source ID: ID associated with the persona from the imported platform
- Merged Persona PII
- First Name
- Last Name
- Home Phone
- Mobile Phone
- Email
- Drivers License/Gov ID
- Medical ID (if enabled)
When a persona is merged into another persona, the merged persona will no longer be available via search. Search for missing personas who you believe have been merged into another persona by using the “merge” function.
- merge:3087726563
- merge:[email protected]
- DON’T
- Use the merge persona button!
- Add or update PII to be incorrect or “generic” placeholders
- DO
- Update the individual persona traits to be correct
- Update the customer information in your POS to be correct, if needed
- Wait 24 hours after making persona updates for merges to take place before reaching out to support
- DON’T
- Create a new persona for a customer who has been merged into another customer persona
- DO
- Update the PII for the customers under the “Persona Merges” section to be correct
- Submit the changes when corrected
- Reach out to support if you need to remove information from a merged profile (ex: remove incorrect email for a customer who does not have a valid or available email address)
- If you would like to split off a merged user to their own profile, and you are ok with points being recalculated, you will do so by altering the merged record under the "merges" tab. This will spit that record away without touching any other merged records.
- Please train your staff to NOT put in placeholder data or fake entries for your persona (Phone, email, Gov ID, Med ID)
Timeframe
When unmerging personas directly in AIQ, the merge will typically update with the new information overnight and can take up to 24 hours.
If persona information is updated via your POS, some POS providers will require an updated transaction before they sync the new customer information into AIQ.
Some integrations will not update until that source of data is synced again.
Updated 01 May 2024
Did this page help you?