Enable exact search queries for encrypted phone fields

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:

1. In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settingsmenu, click menu Menu .

2. Under Account Lookup, click the Phone number lookup field is encryptedcheckbox.

3. 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.

4. Click Save.