Enable exact search queries for encrypted phone fields
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If you have phone fields encrypted in Salesforce, you need to make an
update in the CCAI Platform portal to allow searching for phone numbers
in your instance. If you encounter issues with search, verify that
encryption is properly configured in the Salesforce tenant. To verify you have
encryption configured correctly, see Enable encryption on standard properties.
Turn on exact search in Contact Center AI Platform
To turn on exact search, follow these steps:
In the CCAI Platform portal, click Settings > Developer Settings.
If you don't see the Settings menu, click menuMenu.
Under Account Lookup, click the Phone number lookup field is encrypted
checkbox.
Under Phone Number Format, select a phone number format. If the phone
number format is set to Automatic, the phone number lookup fails and
and an error is returned.
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