Unify conversation history and memories for each user, known or anonymous, across channels and devices, so your agents always work from a complete picture of who they're talking to. Whether a customer reaches out by chat, phone, or another known or anonymous channel, Data 360 connects those interactions to the same person. Agents pick up with full context, no matter which channel or device the user comes from.
Where: This change applies to Data Cloud Developer, Enterprise, Performance, and Unlimited editions.
When: This feature is available starting in August 2026.
How: In Data 360, under Agent Config, click Configure Agent. In the Profile DMO field, select the Unified Individual DMO for your identity resolution ruleset, and then click Save.