Search Customer on the Customers page allows you to search for customer data by name, phone number, or email address. This feature helps you find customer data more quickly without having to manually search through the customer list.

You can use the information that is easiest to identify about the customer as a search keyword, such as the phone number or email address used when communicating via WhatsApp. The search keyword must consist of at least 3 characters.

Important
To maintain the security and confidentiality of personally identifiable information (Personally Identifiable Information or PII), customer phone number and email data in Mekari Qontak is protected through encryption and hashing. Hashing is the process of converting data into a string of characters that cannot be directly converted back to its original form, helping to protect sensitive data. 

Therefore, although this data can be used to search for customers, there are several limitations in the search process. This data protection is implemented as part of Mekari's commitment to maintaining information security in accordance with the ISO/IEC 27001:2022 standard.

In this guide, you will learn how to use the Search Customer feature to search for customer data by name, phone number, or email address. You will also learn about the search requirements and limitations applied to maintain the security and confidentiality of customer data. 

A. How Phone Numbers and Emails Are Partially Matched 

Phone numbers and email addresses are part of Personally Identifiable Information (PII) that needs to be protected. When you perform a search, the keyword you enter is processed using the same hashing method and compared with the stored data. Therefore, searches can only be performed using predetermined beginning or ending portions, not any arbitrary portion of the phone number or email address.

To support the search process without storing the original data, the system uses certain portions of the phone number and stores them in hashed form. The portions used for searching include the first 3 or 4 digits and the last 3 or 4 digits of the phone number, as shown in the following example. 

B. How to Search for Data in the ‘Search Bar’

1. Log in to your Qontak account, then select the “Customers” menu.
   

2. Then click the “All customers” tab.
   

3. In the Search bar, enter a minimum of 3 characters consisting of a name, phone number, or email address. The search results will display customers whose data matches the keyword you entered.  
   

C. Conditions to Note