What are Ad-Hoc Customers?

Ad-hoc Customers are Customer Profiles that are automatically created by our system on your behalf.

Our system automatically creates Customer Profiles from inbound communication channels when the customer information does not match existing Customers in your system. When this occurs, we create a Customer Profile (Customer, Location, Contact) and flag it as 'ad-hoc' to note that it was created automatically by the system and not intentionally by your organization.

Creating these Customers allows us to associate the newly created Case to a Customer profile to ensure we have fully functional Case functionality, but it can also create excess junk data in your system. To remediate this, we automatically delete these ad-hoc Customers when they are no longer needed.

When Do Ad Hoc Customers Get Deleted?

A Customer Stack (Customer, Location, Contact) will get deleted after 14 days of inactivity if:

1. The Customer was created “ad-hoc” by the system (e.g. an inbound email from an unknown email address. Note that any customer created via manual creation, API, or bulk import will never get garbage collected)
2. The Location has no Cases related to it
3. The Location has no monitored devices/products related to it
4. The Contact on the Location is not related to any Cases
5. The Contact has not logged into the system (SDK, Webchat, etc.) in 6 months (not this is legacy code from the Connect app and will be deprecated in the near future)

Additional Information

If the customer was created ah-hoc from an inbound chat, they get tagged with a ‘last login’ date, which means that those customers won’t get deleted for 26 weeks since that would set their 'last login' date (assuming the rest of the above criteria is true).