|Announced on||Rollout starts||Rollout ends|
|August 24, 2023||August 21, 2023||August 24, 2023|
We're thrilled to announce that social identities are now available in the essentials card. Social identities are unique identifiers that social messaging channels share with us that help your agents identify customers across various platforms.
This announcement includes the following topics:
What is changing?
The essentials card displays profile information about the ticket requester to help agents better understand customer context when working on a ticket. Now, social identities will appear in the essentials card whenever a customer reaches out from a social messaging channel.
Social identities are read-only and can't be modified by the business.
If you're on an Enterprise plan or above, you can configure the essentials card to include or exclude customers' social identities.
Why is Zendesk making this change?
Social identities help your agents uniquely identify customers across various platforms. Your agents will be able to view customers' social identities, such as WhatsApp phone numbers and Instagram handles, to name a few.
What do I need to do?
You don’t need to take any action to enable them. If you want to learn more, see Viewing customer context in a ticket.