🤝Owner

Owner structureDesigned to support the practical needs of Business Process Outsourcing (BPO), allowing professional outsourced customer service teams toallocate manpower more flexibly within the same system while maintaining data boundaries and efficiency.

Under the owner structure, even if in reality it isthe same customer, as long as they belong todifferent owners (companies), the system must createseparate customer records. This design is intended to prevent the misuse or mixing of customer data between different contracting owners.

For example: Suppose an outsourced customer service team concurrently provides services for Company A and Company B , and “Ms. Tsai” is a member of both Company A and Company B.

• When Ms. Tsai calls via Company A's phone line, the customer service agent in the “Service Desk” or its derived “ticket”can only search for Ms. Tsai whose owner is Company A.

• The system will not display Ms. Tsai’s data for owner Company B; even if the name and phone number are the same, cross-querying is not possible.

This owner-structure design ensures:

• Complete isolation of customer data for different contracting owners

• Outsourced teams can serve multiple owners within the same system without mixing data

• Reduces compliance, privacy, and operational risks, improving overall service accuracy and reliability

Management

You can add or modify owners by going to “Applications” in the left menu and clicking the “Owners” option.

Application

After adding an owner, the system will create correspondingdata levelsbased on the owner, covering channel integration, customers, tickets, and other items to clearly separate owners and ensure data independence to avoid confusion.

Data under the same owner is treated as the same group. For example, a ticket created by owner A can only select customers belonging to owner A and cannot associate with or select customers of owner B.

With this design, the system can clearly define the data boundaries of different owners, ensuring each owner's data isclear, independent, and not interconnected, effectively reducing the risk of data misuse or mixing.

Description of owner settings applicability and actual operational processes

The currently configured “owner” can be applied to the following data levels:

1. Customer owner field

2. Ticket owner field

3. Channel-category owner field, used to manage the corresponding communication channels, such as LINE, Facebook, etc.

In practice, it is common tofirst set the owner of the channel categoryand then bind the actual channels used to that category. Afterwards, whether the customer calls in or an agent proactively contacts them, the system will automatically apply that serviceas the corresponding owner.

In this case, the agent at the service desk will only see and operate the data under that owner, such as the corresponding customers and tickets, without needing to switch or judge manually, ensuring data consistency and reducing the risk of misuse.