I hope this message finds you well. I wanted to bring up a concern that I have come across while working on the Line migration from Channel Integration App to Social Messaging. Unfortunately, during the migration process, the externalIds were not transferred properly and are missing from the new Social Messaging platform.
Previously, when a ticket was created by Channel Integration App, it would be filed under the name "Social Messaging Channel Info" and would contain the externalId of the Line user. This externalId was then used to find the user's email and merge tickets to the same email address. This process greatly improved our customer service by allowing us to handle requests more quickly and accurately.
However, with the externalIds missing in Social Messaging, we are unable to merge all of the customer's tickets together. This has led to some confusion and delays in addressing customer inquiries. It is essential that we find a solution to this issue as soon as possible to ensure that we continue to provide top-notch customer service.
Thank you for your attention to this matter.
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