The Unified Contact Profile is a single view of one customer's information across channels. When the same person has multiple channel contacts at once (for example, LINE, Email, and WhatsApp), the system uses a Unified Contact ID (UCID) to consolidate these channel records into a single contact, so you can see that person's overall reachability, last interaction, and per-channel contact details on one page. This article explains the content of each section of the profile, and how to split a channel contact out when the unification result is not what you expect.
👉 To first understand the concept of Unified Contacts and how to use the list, see: Tutorials｜MAAC Contacts
Identity resolution is calculated in the background by the Customer Data Hub (CDH) and is not instant. As a result, the following actions take a few minutes; please wait and then return to the page to confirm the result:
- Generating the corresponding "Unified Contact" after importing a channel contact.
- Splitting a channel contact out of an existing Unified Contact to create a new "Unified Contact".
- Identity conflict detection: when you enter a contact's phone or Email in the interface, the system does not calculate which contacts can be merged at that moment; it takes a few minutes to compute. A warning is shown only if a conflict exists (including the conflict prompt on the profile page and the conflict report export).
Opening the Unified Contact Profile
In the Unified Contacts or Channel Contacts list, click the contact's Name or the edit icon in the Action column to open that customer's Unified Contact Profile.
Unified Info
The Unified Info section summarizes this customer's overall status after unification across channels. Some fields are automatically aggregated by the system and cannot be edited; others can be modified manually and are then applied to the contact.
| Field | Description | Editable |
|---|---|---|
| Display Name | The overall display name of this customer | Editable |
| Channels | Overall reachability, and the icons of the channels this customer is linked to | Read-only |
| Gender / Birthday | Basic customer attributes | Editable |
| Customer ID | The customer identifier defined by the brand | Editable |
| Engagement Level | Overall cross-channel engagement level (updated daily) | Read-only |
| Last Interaction | The time and source channel of this customer's most recent interaction across all channels | Read-only |
| Created Time | The time this Unified Contact was created in MAAC | Read-only |
| Unified Contact ID (UCID) | The unique identifier the system uses to recognize "the same person". It can be copied and provided to support agents or internal staff for troubleshooting | Read-only |
Click Edit in the upper-right corner of the section to modify the editable fields, then save your changes.
Custom Fields
The Custom Fields section displays the content of the custom fields you created in the Admin Center (for example, membership tier or appointment date). You can also click Edit to update them manually.
👉 For the types, matching logic, and update methods of custom fields, see: Feature Description｜Contact Field Definitions and Matching Logic
Tags
The Tags section aggregates this customer's tags and uses color to indicate their source (MAAC tags, CAAC tags), sorted by most recently added by default. You can click Add Tags to add tags, or click the ✕ on a tag to remove it.
In MAAC you can only remove MAAC tags. CAAC tags cannot be removed in MAAC. To remove them, go to the corresponding contact's page in CAAC.
Channel Contacts
The lower half of the profile lists, in a table, each channel contact under this customer. Each row represents one channel (such as LINE, Email, WhatsApp, or Others), where you can view the identifying data and status specific to that channel.
Each channel contact displays:
| Field | Description |
|---|---|
| Channel and Account | The channel icon and the account name of that channel |
| Reachability | Whether messages can currently be sent on that channel |
| Phone / Email | The phone and email of that channel contact |
| Channel ID | The identifier of that channel; click the copy icon to copy it |
| Note | Click Add Note to leave a note for that channel contact (notes are kept at the channel level) |
| Action | Go to chat, and the ⋯ more menu (SMS / Email channel contacts can select Delete from this menu) |
Click the chat icon on a channel contact row to go to the CAAC inbox, jumping directly to that channel contact for a one-on-one conversation.
👉 To delete Email contacts, see: Onboarding Guide | How to Enable Email Channels and Import Contacts
Identity Conflict Prompt
When the system detects an identity conflict for this Unified Contact, a prompt is shown at the top of the profile to help you understand why the related contacts were not merged automatically.
Because the Customer IDs are inconsistent, the system did not automatically merge the related contacts. Please correct the Customer ID, or update the correct identifying data of the related contacts, then re-sync or re-import.
An identity conflict occurs only when Customer ID is set as a unify key (a unify key is the field the system uses to determine whether two contacts are the same person, for example Email, Phone, or Customer ID): when multiple contacts that may belong to the same person carry different Customer IDs, the system does not merge them automatically in order to avoid incorrect unification. The two setups below illustrate the difference:
To resolve this:
- Confirm whether these contacts truly belong to the same person.
- Correct the wrong Customer ID, or add the correct identifying data.
- Re-import these contacts so the system runs identity resolution again.
👉 For an explanation of the conflict detection mechanism, see: Feature Description｜Contact Field Definitions and Matching Logic. To download the conflict list and re-import after correction, see: How to Export Contacts and the Data Mapping Table and Tutorial | Import and Update Contact Data in MAAC.
Splitting Contacts
When the system unifies channel contacts that should not be treated as the same person, you can use Split Contact to move a channel contact out of the Unified Contact and restore it as an independent contact.
After the split, the contact that is moved out becomes an independent Unified Contact. Please make sure a split is truly needed before proceeding.
A split is performed by platform identifier. When other channel contacts share the same platform identifier as the contact being split — that is, when the system can be certain it is the same person (for example, the same LINE UID recorded across different OAs, or the same WhatsApp phone number) — they are split out together and form a single new Unified Contact.
Entry Point
In the Channel Contacts list of the Unified Contact Profile, click the ⋯ menu in that row's Action column and select Split Contact.
If only 1 channel contact remains under a Unified Contact, it is already the smallest unit, and the Split Contact option will not be shown. In addition, if the split target (including records sharing the same platform identifier) already covers all members of the Unified Contact, the original profile would be left with no channels after the split, so the system blocks it as well.
Field Changes After Splitting
After you click Split Contact, the system displays a confirmation dialog. How the fields change after the split depends on whether the channel being split is identified by a unify key. The two scenarios below explain this in full.
📌 The channel's own identifier (such as the LINE UID or the Email address) is always kept; only unify-key fields that are not the channel's own identifier are cleared.
In both cases, the fields that are not cleared (such as name and tags) inherit the Unified Contact's current values at the time of the split, not the old values from before the merge.
When the channel ID is itself a unify key (such as the phone for WhatsApp / SMS, or the email address for Email), the field retained after the split is still used to recognize the same person across channels. If its value still matches another contact, the system may unify it again in the background. If you are splitting in order to correct an incorrect unification, see "How to Re-Unify" below and adjust the data of the other channel contacts as well.
How to Re-Unify
After a split, whether the contact that was moved out is unified again with other contacts as the same person depends on whether the values of its unify keys match. There are two cases:
① If you want it to re-unify
- Enter correct and matching phone, Email, or Customer ID values in that contact (Customer ID must already be set as a unify key in the Admin Center).
- The system recalculates the unified identity in the background.
- For channels whose channel ID is not a unify key (LINE, Instagram, Facebook), this takes effect without a re-import.
② If you want to avoid an unexpected re-unification
- When the channel ID is itself a unify key (the phone for WhatsApp, the email address for Email), the fields retained after the split are still kept and used to recognize the same person.
- If their values still match another contact, it may be unified again automatically.
- Adjust the data of the other channel contacts as well (for example, the phone or Email of that LINE contact) so they are not unified into the same person.
Regardless of the re-unification method, identity resolution runs in the background (calculated by the CDH) and may take a few minutes to complete. Please return to the profile to confirm the unification result after it is complete.
FAQs
The system merged two different people by mistake — how do I fix it?
Use Split Contact to move the incorrectly unified channel contact out:
- Open the Unified Contact Profile → the Channel Contacts list → the ⋯ more menu in that row → Split Contact.
- The confirmation dialog first previews which fields will be cleared and which will be kept.
- After you confirm, the contact that is moved out becomes an independent Unified Contact, with fields inheriting the current values at the time of the split; the original Unified Contact is unaffected.
For operation details and field changes, see "Splitting Contacts" above.
Can splitting a contact be undone?
The split itself cannot be undone automatically, but the contact that was moved out can later be unified again with other contacts as the same person, depending on whether the unify keys match:
- If you want to re-unify: Enter correct and matching phone, Email, or Customer ID values (which must be set as a unify key), and the system recalculates in the background; for LINE, Instagram, and Facebook, this takes effect without a re-import.
- Watch out for automatic re-unification: After a split, the phone for WhatsApp and the email address for Email are still used for identity resolution; if their values still match someone else, the contact may be re-unified automatically. If you do not want it merged back, adjust the data of the other channel contacts as well.
For details, see "How to Re-Unify" above.
Why doesn't a channel contact have the Split Contact option?
When only 1 channel contact remains under a Unified Contact, it is already the smallest unit and cannot be split further, so the option is not shown.
Which data is shared by the Unified Contact and applied to the whole person when edited?
The shared information at the Unified Contact level falls into three categories: the Display Name, Gender, Birthday, and Customer ID in Unified Info; the Custom Fields; and the Tags. A change to any of these is applied to the entire Unified Contact. Identifying data specific to each channel (such as each channel's phone or Email) is kept at the channel level and is not overwritten across channels.
Why does "Identity conflict detected" appear on the profile?
When multiple contacts that may belong to the same person carry different Customer IDs, the system does not merge them automatically — to avoid incorrect unification — and shows this prompt. Please confirm whether they are the same person, correct the Customer ID or add the correct identifying data, then re-import.
After splitting an Email contact, if I re-import the same Email, will it become two contacts?
No. The email address is the unique identifier of that Email contact, so the same Email channel will never hold two contacts with the same email; a re-import will only match the original contact and update its data.
- Fields that can be updated: display name, Customer ID, phone, gender, birthday, tags, and subscription status.
- ⚠️ The unify keys cleared during the split (such as phone or Customer ID) will be written back if your import file still contains those values; once they match another contact, the system may re-unify them in the background.
- If you do not want a re-unification: before importing, make sure these values will no longer match another person's unify key, or adjust the data of the other channel contacts first.
I only wanted to split one channel — why were the other channels split out too?
Because a split is performed by platform identifier — when multiple contacts share the same platform identifier (so the system is certain they are the same person), for example the same LINE UID across different OAs, or the same WhatsApp phone number, they are split out together as a group so that the identity is not scattered across two Unified Contacts.