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Client Identity Resolution

Description

Matches inbound contacts to existing Client records by resolving identifiers — phone number, email, customer ID, or CRM account ID — across channels. Merges duplicate records and maintains a single unified identity for each customer across all touchpoints.

Canonical use case

A customer who previously contacted via email now calls in; the platform matches the caller's phone number to the existing Client record using a CRM lookup, giving the agent immediate context without the customer re-identifying themselves.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing