Customer identity and service suggestions

Qonvera keeps provider identities separate so a WhatsApp phone number, Instagram account, Messenger profile, and Telegram user ID are not silently treated as the same person.

Contact matching

When Qonvera finds evidence that profiles may belong to one contact, a match card appears. Review the evidence and confirm or reject the match. Telegram matches customers within the connected bot’s chats, not by display name or username alone. Similar names are never enough for an automatic merge.

Service suggestions

Suggestions compare customer messages with active services and their matching aliases. The suggestion card can:

• recommend one service;
• ask for clarification when multiple services remain plausible; or
• abstain and ask the agent to choose manually.

To improve matching:

1. Go to Settings → Services.
2. Give each active service a specific name and useful description.
3. Add phrases customers actually use as aliases, such as small dental clinic.
4. Make aliases distinct when similar services exist.
5. Open a conversation containing the phrase and refresh the suggestion.

When a suggestion does not appear

Open the chat’s Overview panel and look for Service identification. A chat must be linked to a contact; if that contact already has an opportunity, Qonvera shows its selected services instead.

• While checking, wait for the result before trying again.
• If identification is unavailable or there is no suggestion yet, use Check again. You can still choose a service manually.
• If Qonvera asks you to reload existing opportunities, use Reload opportunities first.
• If the previous attempt needs review, choose a service manually or contact support with the workspace name, channel and approximate time. Do not send customer message text or access tokens.

Checking again does not confirm a service or create an opportunity. Always review a returned suggestion before confirming it.

AI-assisted matching settings

An Owner or Admin can turn AI-assisted matching on or off under Settings → Agents → Qualification → Service identification. Qonvera checks names and aliases first; AI helps when those matches are inconclusive. Changing this setting preserves the workspace’s existing usage limits and does not reset usage.

If another administrator changes the settings before your save finishes, Qonvera rejects the stale save and reloads the saved value. Review that value before trying again. Use Reload settings if loading fails. If you switch workspaces while a settings request is pending, reload the controls in the intended workspace before saving. An already enabled setting can still be turned off when AI execution is unavailable.

Aliases and service availability are workspace-scoped. An alias will not produce a candidate when its service is archived or unavailable in the active workspace.

The teammate always makes the final decision. AI suggestions cannot add a service or create an opportunity silently. When the Owner or Admin enables Create an opportunity after service confirmation, choosing Confirm & create creates the opportunity with the recognized contact, confirmed service, service pipeline, and owner. It adds a first follow-up only when configured. If the setting is disabled, confirmation fills the manual opportunity form instead.

After an opportunity is created, its confirmed service remains visible in the conversation’s Overview under Selected service, including quantity and total when available. Later catalogue edits do not change what was saved on that opportunity.

The confirmed service may use its own active pipeline or Organization default. If creation cannot proceed, the card identifies the exact missing setup—contact, price, pipeline, initial stage, active owner, or active service—so an Owner or Admin can correct it before retrying.