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—such as LINE, Email, and WhatsApp—the system groups these channel records into a single contact using a Unified Contact ID (UCID). This lets you see the customer's overall reachability, last engagement, and per-channel contact details on a single page. This article explains the content of each section of the profile, and how to "split" a channel contact out when the grouping does not match your expectation.
👉 To first understand the concept of unified contacts and how the list works, see: Tutorials｜MAAC Contacts
Opening the Unified Contact Profile
No matter which list view you start from, you always open the same Unified Contact Profile:
- In the Unified contacts list, click the contact's Name or the edit icon in the Actions column.
- In the Channel contacts list, click the contact's Name or the edit icon.
Both entry points open the Unified Contact Profile centered on that customer, rather than an individual profile for a single channel.
Unified Information
The Unified information section summarizes this customer's overall status across channels. Some fields are aggregated automatically by the system and cannot be edited; others can be edited manually, and changes apply to this contact.
| Field | Description | Editable |
|---|---|---|
| Display name | The customer's overall display name | Editable |
| Channel | Overall reachability, plus icons for the channels this customer is bound to | Read-only |
| Gender / Birthday | Basic customer attributes | Editable |
| Customer ID | The brand's custom customer identifier | Editable |
| Engagement level | Overall cross-channel engagement level (updated daily) | Read-only |
| Last engaged | The time and source channel of this customer's most recent engagement across all channels | Read-only |
| Created on | When 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 shared with support or internal staff for troubleshooting | Read-only |
Click Edit in the top-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 Admin Center (for example, membership tier or appointment date). You can also click Edit to update them manually.
👉 For custom field types, matching logic, and how to update them, see: Feature Description｜Contact Field Definitions and Matching Logic
Tags
The Tags section gathers this customer's tags and uses color to indicate their source (MAAC tag, CAAC tag), sorted by most recently added by default. Click Add tags to add a tag, or click the ✕ on a tag to remove it.
Channel Contacts
The lower half of the profile lists each channel contact under this customer. Each row represents one channel (such as LINE, Email, WhatsApp, or Others), where you can view the channel-specific identifiers and status.
Each channel contact shows:
| Field | Description |
|---|---|
| Channel and account | The channel icon and the account name for that channel |
| Reachability | Whether messages can currently be sent on that channel |
| Phone / Email | The phone number and email of that channel contact |
| Channel ID | The identifier for that channel; click the copy icon to copy it |
| Notes | Click Add note to leave a note for that channel contact (notes are kept at the individual channel level) |
| Actions | Go to the conversation, and the ⋯ menu for more options |
Click the conversation icon on a channel contact row to open the CAAC inbox, jump straight to that channel contact, and start a one-on-one conversation.
Identity Conflict Notice
When the system detects an identity conflict for this unified contact, a notice appears at the top of the profile to help you understand why the related contacts were not merged automatically.
The related contacts were not merged automatically because their Customer IDs are inconsistent. Correct the Customer ID, or update the correct identifiers on the related contacts, then sync or import them again.
An identity conflict occurs when multiple contacts that may belong to the same person carry different Customer IDs. To avoid incorrect grouping, the system does not merge them automatically. To resolve it:
- Confirm whether these contacts truly belong to the same person.
- Correct the incorrect Customer ID, or fill in the correct identifiers.
- Import these contacts again so the system can re-run identity unification.
👉 For how conflict detection works, see: Feature Description｜Contact Field Definitions and Matching Logic. To download the conflict list and re-import after corrections, see: How to Export Contacts and the Data Mapping Table and Tutorial | Import and Update Contact Data in MAAC.
Splitting a Contact
When the system groups channel contacts that should not be treated as the same person, you can use Split contact to remove a channel contact from the unified contact and restore it as a standalone contact.
After splitting, the two contacts will no longer be treated as the same person. Make sure a split is truly needed before you proceed.
Where to Start
In the Channel contacts list on the Unified Contact Profile, click the ⋯ menu in that row's Actions column, then select Split contact.
If only 1 channel contact remains under the unified contact, it is already the smallest unit, so the Split contact option will not appear.
Field Changes After Splitting
After you click Split contact, the system opens a confirmation dialog and presents one of two cases, depending on how the split channel contact is identified. The common principle is: fields that serve as the Unify Key are cleared or disabled, while other fields revert to their original values from before the merge.
| Case | Applicable channels (examples) | Behavior after splitting |
|---|---|---|
| Channel ID is not the Unify Key | LINE, Instagram, Facebook | On the split contact, the fields used as Unify Keys (Customer ID, Email, phone—depending on your Admin Center settings) are cleared, other fields revert to their pre-merge values, and the contact becomes a new standalone unified contact. |
| Channel ID is itself the Unify Key | WhatsApp (phone), Email (email address) | The original unified contact's data is unchanged. On the split contact, the key field that matches the channel ID (such as the WhatsApp phone number or the email address for Email) cannot be cleared, so it keeps its data but has identity unification disabled, with a "split" marker shown; other key fields are cleared. |
When a field has identity unification disabled due to a manual split (Case 2), that field is held in a state of "no longer used to recognize the same person across channels." To unify it again, see "Re-unifying" below.
Re-unifying (Re-importing)
If you later want a split channel contact to be unified again with other contacts as the same person, re-import the correct identifiers for that channel contact. The system updates the contact's fields, re-runs identity unification, and once unification completes, the "split" marker disappears.
After re-importing, identity unification runs in the background and may take a short while to complete. Return to the profile to confirm the grouping result once unification has finished.
FAQ
Can a contact split be undone?
A split cannot be undone automatically. To have the two contacts treated as the same person again, re-import the correct identifiers for that channel contact so the system can re-run identity unification.
Why does a channel contact have no "Split contact" option?
When only 1 channel contact remains under the unified contact, it is already the smallest unit and cannot be split further, so the option does not appear.
Which contacts are affected when I edit the Unified information fields?
Editing fields such as display name, gender, birthday, or Customer ID in Unified information applies to this unified contact. Channel-specific identifiers (such as each channel's phone number or email) stay at the channel level and do not overwrite one another.
Why does my profile show "Identity conflict detected"?
When multiple contacts that may belong to the same person carry different Customer IDs, the system does not merge them automatically—to avoid incorrect grouping—and shows this notice. Confirm whether they are the same person, correct the Customer ID or fill in the correct identifiers, then re-import.