Customer identity and service suggestions

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

Contact matching

When Qonvera finds evidence that identities may belong to one contact, a match card appears. Review the evidence and confirm or reject the match. Similar names alone 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.

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 agent always makes the final decision. AI and matching logic cannot invent a service ID or create an opportunity silently.