Administering Identifiers

The administration of identifiers is a key component of Customer Journey as it controls what customer identify information will be collected from engagements processed by the contact center. In the context of Customer Journey, an identifier represents the criteria with which a customer can be identified.

Customer Journey comes pre-configured with 3 identifiers, phoneNumbers, emailAddresses and accountIds. By default, identity information on engagements containing these identifier names will be collected to build up journeys for search purposes, no additional configuration is required to enable this functionality.

Creating an Identifier

A privileged user can create new identifiers through the Create Identifier API. Each account has its own set of unique identifiers and it is possible for different accounts to have identifiers with the same name as they are created per-account.

An identifier is made up:

name - The unique name of the identifier which will be used in searches.
- This must match the name used on the engagements.
displayName - A user friendly display name, typically used by user interfaces.
identifierStrength - A strength, this rates the identifier on its ability to identify a single customer.
- An identifier can be considered WEAK, STRONG, or VERY_STRONG.
- It is upto each customer of Avaya Experience Platform™ to determine the strength of the identifiers they define.

After an identifier is created, customer identity will be collected from new engagements which contain the identifier name. It is important to understand that customer identity will only be collected by Customer Journey for known identifiers.

The following is an example of a payload to create a new identifier with the name ssn via the Create Identifier API.

{
  "name": "ssn",
  "displayName": "Social Security Number",
  "identifierStrength": "VERY_STRONG"
}

An example response to this payload would be similar to the below and will contain a unique identifierId that should be remembered, as the identifierId is required for getting, updating and deleting the identifier:

{
  "identifierId": "09c03db4-1015-42a7-b776-9527b80bfbb0",
  "name": "ssn",
  "displayName": "Social Security Number",
  "identifierStrength": "VERY_STRONG",
  "url": "https://example.avayacloud.com/api/journey/v1beta/accounts/JDBUTC/identifiers/09c03db4-1015-42a7-b776-9527b80bfbb0"
}

Getting and Listing Identifiers

To get the information relating to a single identifier, a user needs to supply the identifierId to the Get Identifier API, to list all of the identifiers created for an account use the List Identifiers API.

Updating an Identifier

It is possible to update any of the properties of an identifier after it has been created, this is useful in cases where you need to make a correction.

The following is an example of a payload to update an existing identifier's name by its identifierId via the Update Identifier API.

{
  "name": "socialSecurityNumber",
  "displayName": "Social Security Number",
  "identifierStrength": "VERY_STRONG"
}

An example response to this payload would be similar to the below:

{
  "identifierId": "09c03db4-1015-42a7-b776-9527b80bfbb0",
  "name": "socialSecurityNumber",
  "displayName": "Social Security Number",
  "identifierStrength": "VERY_STRONG",
  "url": "https://example.avayacloud.com/api/journey/v1beta/accounts/JDBUTC/identifiers/09c03db4-1015-42a7-b776-9527b80bfbb0"
}

Deleting Identifiers

When identifiers are deleted from Customer Journey it means that they will no longer be collected from engagements. Previously collected information containing values for the deleted identifiers is unaffected by this and can still be retrieved through searches after the deletion. So it is important to understand that deleting identifiers cannot be used to delete customer identities.

The following is an example of a payload to delete multiple identifiers via the Delete Identifiers API. Identifiers are deleted using their identifierId that was returned when they were initially created. It is possible to delete any identifier, including the default ones, phoneNumbers, emailAddresses and accountIds.

[
  "fa020667-b100-4adb-8c34-878f7d07a102",
  "c5e473b4-01d4-45d1-818e-05fabfd7b7f8"
]