When a chat request comes in, it is either authenticated or unauthenticated. If the chat request is authenticated, then Live Assist knows exactly which contact record in Dynamics belongs to this chat customer. Therefore, you can click on the customer name at the top of the Live Assist widget, and the contact record will appear in the main panel.
If the chat request is unauthenticated, then Live Assist cannot know exactly which contact record to associate, but it can collect some identifying information (e.g. first name, last name, email) via pre-chat survey. In this case, the customer's name will appear at the top of the Live Assist widget, but clicking on it will not bring up a contact record. Instead, this will launch a contact search on the first & last names specified by the customer.
The agent can then click on a search result, and the contact record will appear in place of the search.
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