Multi-Channel Consistency

Maintain unified customer context across phone, chat, email, and other channels.

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Business Value

Problem: Customer repeats story across channels

Customer Journey (Without Sticky Calls):

• Monday: Chats with support about billing issue
• Tuesday: Emails follow-up question
• Wednesday: Calls - has to explain entire situation again
• Result: Frustrated customer

Customer Journey (With Sticky Calls):

• Monday: Chats with support
• Tuesday: Emails - agent sees chat history
• Wednesday: Calls - phone agent has full context from chat + email
• Result: Seamless experience

ROI:

• 35% improvement in cross-channel CSAT
• 45% faster resolution on channel switches
• 25% reduction in repeat contacts
• Unified customer view

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Implementation

1. Save Context from Any Channel

From Chat:

POST /v1/calls/end
{
  "call_id": "chat_session_123",
  "customer_ref": "cust_abc123",
  "intent": "billing_inquiry",
  "intent_status": "open",
  "variables": {
    "channel": "chat",
    "summary": "Customer chatted about billing issue. Explained refund process. Follow-up needed.",
    "email": "customer@example.com",
    "chat_session_id": "chat_123"
  }
}

From Email:

POST /v1/calls/end
{
  "call_id": "email_thread_456",
  "customer_ref": "cust_abc123",
  "intent": "refund_status",
  "intent_status": "open",
  "variables": {
    "channel": "email",
    "summary": "Email follow-up about refund timeline. Customer wants status update.",
    "email": "customer@example.com",
    "ticket_id": "TKT-789"
  }
}

2. Retrieve on Phone Call

POST /v1/calls/start
{
  "call_id": "phone_call_789",
  "identity_hints": {
    "ani": "+14155551234",
    "external_ids": {
      "email": "customer@example.com"
    }
  }
}

Response:

{
  "call_id": "phone_call_789",
  "customer_ref": "cust_abc123",
  "call_start": "2026-02-06T15:30:00.000Z",
  "identity": {
    "confidence": 0.95,
    "level": "very_high",
    "sources": ["ani:mobile", "external_id", "recency:2day"],
    "recommendation": "reuse"
  },
  "open_intents": [
    {
      "intent": "refund_status",
      "status": "open",
      "attempt_count": 2
    }
  ],
  "variables": {
    "channel": {
      "value": "email",
      "source": null,
      "ttl_seconds": 2592000
    },
    "summary": {
      "value": "Customer previously contacted via chat (Mon) and email (Tue) about billing refund. Waiting for status update.",
      "source": null,
      "ttl_seconds": 2592000
    }
  }
}

Agent sees: "This customer chatted with us Monday and emailed Tuesday about a refund. They're calling for a status update."

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Multi-Signal Matching

Use multiple identifiers for accuracy:

POST /v1/calls/start
{
  "call_id": "call_001",
  "identity_hints": {
    "ani": "+14155551234",
    "external_ids": {
      "email": "customer@example.com",
      "customer_id": "CUST-12345",
      "account_number": "ACC-67890"
    }
  }
}

Match Logic:

• ANI match: 40% weight
• Email match: 30% weight
• Customer ID match: 20% weight
• Recency: 10% weight
• Total confidence: ~0.95 (shown in identity.confidence)

---

Example Scenarios

Scenario 1: Chat → Phone

Monday - Live Chat:

Customer: My card was charged twice
Agent: I'll submit a refund request
Context saved: "Duplicate charge reported via chat. Refund submitted."

Wednesday - Phone Call:

Customer calls same number
System matches via ANI
Agent sees: "Customer chatted Monday about duplicate charge"
Agent: "Hi! I see you chatted with us Monday about a duplicate charge. 
        I have an update - your refund was processed yesterday."
Customer: "Wow, you already know! That's great service."

Result: No story repetition, instant resolution

Scenario 2: Email → Chat → Phone

Day 1 - Email:

Customer sends email about account access issue
Support replies: "We're looking into this"
Context: "Email about account access. Under investigation."

Day 2 - Chat:

Customer starts chat
System shows agent: "Customer emailed yesterday about access issue"
Agent: "Hi! I see you emailed about account access. I have an update..."
Context updated: "Chat follow-up. Sent password reset link."

Day 3 - Phone:

Customer calls
System shows: Full email + chat history
Agent: "Hi! I see you emailed and chatted about account access. 
        Did the password reset link work?"
Customer: Impressed by continuity

---

Integration with Omnichannel Platforms

Zendesk + Sticky Calls

// On new ticket (any channel)
zendesk.on('ticket.created', async (ticket) => {
  // Get customer_ref from existing call or use placeholder
  const customerRef = await lookupOrCreateCustomer(ticket.requester.phone);

  // Save context
  await stickyCallsAPI.saveContext({
    call_id: ticket.id,
    customer_ref: customerRef,
    intent: ticket.via.channel,
    intent_status: ticket.status === 'solved' ? 'resolved' : 'open',
    variables: {
      channel: ticket.via.channel,
      summary: ticket.description,
      email: ticket.requester.email,
      zendesk_user_id: ticket.requester.id
    }
  });
});

// On phone call
zendesk.on('call.incoming', async (call) => {
  // Get cross-channel context
  const context = await stickyCallsAPI.getContext({
    call_id: call.id,
    identity_hints: {
      ani: call.from,
      external_ids: {
        email: lookupEmail(call.from)
      }
    }
  });

  // Display to agent
  zendesk.ui.showContext({
    summary: context.variables?.summary?.value || '',
    openIntents: context.open_intents.filter(i => i.status === 'open')
  });
});

Salesforce Service Cloud

// Save context from any channel
public static void saveInteractionContext(
    String channel,
    String customerId,
    String customerRef,
    String intent,
    String summary,
    Boolean isResolved
) {
    HttpRequest req = new HttpRequest();
    req.setEndpoint('https://api.stickycalls.com/v1/calls/end');
    req.setMethod('POST');
    req.setHeader('Authorization', 'Bearer ' + API_KEY);
    req.setHeader('Content-Type', 'application/json');
    req.setBody(JSON.serialize(new Map<String, Object>{
        'call_id' => channel + '_' + Datetime.now().getTime(),
        'customer_ref' => customerRef,
        'intent' => intent,
        'intent_status' => isResolved ? 'resolved' : 'open',
        'variables' => new Map<String, String>{
            'channel' => channel,
            'summary' => summary,
            'sfdc_id' => customerId
        }
    }));

    Http http = new Http();
    http.send(req);
}

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Best Practices

1. Use Multiple Identifiers

✅ Include: ANI + Email + Customer ID
❌ Use only: ANI

2. Tag by Channel

{
  "call_id": "interaction_123",
  "customer_ref": "cust_abc123",
  "intent": "billing_inquiry",
  "intent_status": "open",
  "variables": {
    "channel_history": "[CHAT] Customer reported billing issue. [EMAIL] Follow-up sent. [PHONE] Now calling for status.",
    "last_channel": "phone",
    "chat_session": "cs_123",
    "email_thread": "em_456"
  }
}

3. Timestamp Everything

Context: "Customer chatted on 1/28 at 2 PM about refund. 
         Emailed on 1/29 at 10 AM for status. 
         Now calling on 1/30 at 3 PM."

4. Show Channel History to Agent

┌─ Cross-Channel History ───────────┐
│ Mon 1/28 2:00 PM - Chat           │
│ "Reported duplicate charge"       │
│                                   │
│ Tue 1/29 10:00 AM - Email         │
│ "Asked for refund status"         │
│                                   │
│ Wed 1/30 3:00 PM - Phone (now)    │
│ "Following up"                    │
└───────────────────────────────────┘

---

Metrics

Metric	Target	Impact
Cross-Channel CSAT	> 9.0	Customer delight
Channel Switch Resolution	< 3 min	Efficiency
Repeat Contact Rate	< 10%	Reduced friction
Agent Confidence	> 90%	Better service

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ROI Calculation

Assumptions:

• 5,000 customer contacts/month
• 20% involve channel switching (1,000)
• 3 minutes saved per channel switch
• Agent cost: $25/hour

Time Savings:

• 1,000 × 3 min = 3,000 min/month = 50 hours
• Annual: 600 hours

Cost Savings:

• 600 hours × $25 = $15,000/year

Sticky Calls Cost:

• ~4,000 new lookups/month = $12/month = $144/year

Net Savings: $14,856/year ROI: 10,317%

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Implementation Checklist

• Identify all customer touchpoints (phone, chat, email, etc.)
• Add Sticky Calls to each channel
• Use consistent customer identifiers across channels
• Test cross-channel context retrieval
• Train agents on unified view
• Monitor cross-channel CSAT
• Celebrate seamless experiences

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Next Steps

• API Reference - Complete documentation
• Repeat Caller Use Case - Related scenario
• Best Practices - Optimization tips
• Contact Support - Get help

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