Overview
Unify emails/phones/externals into a single subject and preserve history.
Problem
Duplicate records split conversation history and confound reporting and service.
Solution
Chronicle’s identity graph links identifiers and provides safe merge/split with audit trails.
How it works
Detect suspected duplicates, review conflicts, and merge subjects. Chronicle re-keys activities and maintains an audit trail and tombstones.
Who is this for
Support L2
Data Operations
Expected outcomes
- Cleaner timelines & accurate reporting
- Fewer misrouted tickets
Key metrics
Duplicate subject rate
Baseline
6 %
Target
0.5 %
Misrouted tickets
Baseline
7 %
Target
2 %
Gallery
Downloads & templates
Case studies
HealthTech unifies patient contacts
Safe merges reduced duplicate confusion and rework.
Healthcare Mid-market NA
Security impact
- Identifiers (email, phone, external IDs) and links · PII: yes
Compliance
- GDPR (accuracy & rectification)
Availability & next steps
Pro
Business
Enterprise