Identities and User Directories

When people message your agents on external channels, OneByZero Neo records who they are on each channel. Members → Identities and Members → User directories in Workspace Settings show these records and let you link the same person across channels.

These are the people your agents talk to — customers, employees on Microsoft Teams, and so on. They are not workspace members.

Identities

The Identities list shows each person seen on a channel, with their Name, Email, External ID (their ID on that channel), Channel, Directory ID, and when the record was last Updated.

Records are added automatically:

• When someone messages an agent on Facebook, Slack, Microsoft Teams, Telegram, Viber, WhatsApp, or Zalo.
• When a member signs in to OneByZero Neo.

Search by name, email, or external ID, and filter by Channel type.

Merging identities

The same person often appears once per channel. To link them, click the merge icon on one record, select the other records that belong to the same person, and click Merge contacts. The merged records are linked under one user directory. Merging needs the Merge External User Contact permission.

User Directories

A user directory is one person’s profile across channels. The User directories list shows each profile’s Display Name, Primary Email, Source (how it was created), and when it was last Updated.

Click the eye icon to see every identity linked to the profile. With the merge permission you can Delink contact to separate an identity that was linked by mistake.

User directories are created automatically — when someone messages an agent, when identities are merged, or when a member signs in. They cannot be created by hand.

Permissions