Objective
This article helps you see which identifiers a memory store uses to match incoming data to customer profiles, and in what order they are evaluated, so you can understand why profiles are being created or merged the way they are.
Product
Conversation Memory
Environment
Twilio Console
User Account Permission/Role(s) Required
Your role must allow reading Conversation Memory identity resolution settings.
Procedure
- In the Twilio Console, select Data in the left sidebar.
- Select Conversation Memory, then Memory stores.
- Select the store you want to review, then open the Identifiers tab.
- Read the How do matching rules work? panel for an explanation of how identifiers drive matching and merging.
- Under Priority, review the table. It shows how many identity rules exist and, for each one, its Priority, Identity rule name, and the Trait Field(s) mapped to it.
Additional Information
- Identity resolution works as follows: if the identifiers in new data do not match an existing profile, a new profile is created; if they match one profile, the data is added to it; and if they match several profiles, those profiles are merged and the data is added to the merged profile.
- New stores start with the default
emailandphoneidentity rules. Default rules cannot be deleted or renamed. - From this tab you can also select Add identifier to create a rule, or Edit priority to change the evaluation order.
This content was generated by AI and reviewed, edited, and verified by a human.