Skip to content
New issue

Have a question about this project? Sign up for a free GitHub account to open an issue and contact its maintainers and the community.

Sign up for GitHub

By clicking “Sign up for GitHub”, you agree to our terms of service and privacy statement. We’ll occasionally send you account related emails.

Already on GitHub? Sign in to your account

Adding FAQ for Updating Identified Users #6146

Draft
wants to merge 1 commit into
base: develop
Choose a base branch
from
Draft

Adding FAQ for Updating Identified Users #6146

Changes from all commits
Commits
Show all changes
1 commit
Select commit
File filter

Filter by extension

Filter by extension
Conversations
Failed to load comments.
Loading
Jump to
Jump to file
Failed to load files.
Loading
Diff view
Diff view
5 changes: 5 additions & 0 deletions src/unify/identity-resolution/use-cases.md
View file
Open in desktop
Original file line number Diff line number Diff line change
Expand Up @@ -39,3 +39,8 @@ To learn more, visit Segment's [eCommerce Example doc](/docs/unify/identity-reso
A user can interact with a brand through multiple channels and departments. A user might have touch points with a sales team, a marketing team, and a customer support team throughout their customer journey. It's important for companies to have insights into these cross-functional activities to ensure they understand the complete customer experience.

For example, if a user has logged a complaint with a customer support team, the marketing team should exclude this user from an automatic follow-up email asking for them to leave a public product review on their site.

### Common questions

#### How do I update a user if their contact information has changed?
If a user changes their email or phone number, you should issue an identify call with the updated information. This helps Segment to link the new information with the existing user profile. However, the creation of new external IDs for significant changes like email or phone number updates is a part of how Segment ensures the accuracy of user tracking across different identifiers.