---
sourceDocument: Yokohama Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/conversational-interfaces

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Associating user profiles on messaging interactions

# Associating user profiles on messaging interactions {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use extension points to call custom scripts.

## Before you begin

Role required: admin

## About this task

When a requester sends a message, the system checks if there is an existing user
profile that has a matching identifier (such as a phone number) and channel details.
If there is a matching user, then the system will populate the interaction record
with the identifier, channel details, and the user profile in the Opened for field.
If there is no user profile that matches the identifier and channel, then the system
creates a channel user profile.

## Procedure

1. Navigate to AllSystem Extension PointsScripted Extension Points.
2. Click the desired extension point to view the record details.  
   You can create multiple implementations for each extension point and assign an order number for each implementation. The implementation that has the lowest ordered applicable implementation is executed first.{#associate-user-profiles-messaging-interactions__table_a4w_drk_rzb__entry__2}

   | Extension point | Description |
   |-|-|
   | global.ChannelUserProfileExtPoint | Use channel_user_id to find record to channel_user_profile user_table/user_document |
   | global.InteractionChannelUserProfileExtPoint | Defines how users are synchronized between the interaction and channel_user_profile tables |
   | global.AgentInitiatedConversationUtil | Get From and To options to show in UI for agent initiated conversations |
   [ ]

   {#associate-user-profiles-messaging-interactions__table_a4w_drk_rzb}

*[\>]: and then