In this article, you will learn how to locate a contact record for a conversation.
Note: This article explains how to do this in the Unified Service Desk (USD). If you need to do this in the Dynamics 365 web client, please see this article instead.
When a conversation comes in, it is either authenticated or unauthenticated. The way to open the record depends on which type of conversation it is.
If the conversation is authenticated, then Live Assist for Dynamics 365 (LAD365) knows which contact record belongs to the visitor. This is provided to the USD, which opens a new session centered around the contact record.
If the conversation is unauthenticated, LAD365 does not know which the contact to associate with the activity. It may show the visitors name as "Guest Visitor" in these cases. If, however, your organization gathers some details using a bot or a pre-chat survey, it may show the name. Either way, however, LAD365 provides the information to the USD. The USD then opens a record search pre-populated with the collected data.
When you click on a search result, a new USD session will start centered around that contact record.