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Emplifi named a Leader in the 2026 Gartner® Magic Quadrant™ for Social Media Management and Listening

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Emplifi named a Leader in the 2026 Gartner® Magic Quadrant™ for Social Media Management and Listening Get the Report

Product Tour | On demand | 60 minutes

Exploring Emplifi Agent: Case, address, and duplicate searching

Watch this 60-minute walkthrough with Michael Freshwater to see exactly how case, address, and duplicate-case searching work inside Emplifi Agent. Tune your smart-search shortcuts, configure address-match and duplicate-case rules, and use case merging the right way so caller history, attachments, and interactions all land on a single record.

  • Use smart search, the case-search form, and the add filter button together so agents can pull a case by number, by recent activity, or by combined criteria like reason code, action, or letter
  • Tune address search with equal, like, and Soundex match types, set sensible field triggers, and use rule order so callers are reused instead of cloned into duplicate address records
  • Build duplicate-case search rules with date-range filters, then merge the right way so caller info, text, attachments, and phone interactions all roll up into the destination case
Emplifi Agent

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