There are 3 types of engagement: Authenticated with Dynamics 365, Authenticated within App and Unauthenticated.
- Authenticated with Dynamics 365: When a customer is authenticated with Dynamics 365, the customer ID is automatically associated with the chat engagement. This results in the CRM being able to automatically open the correct CRM record associated with the customer. See Authenticated Visitors in the Dynamics Customer Portal
- Authenticated within App: When the app has authenticated the user by a mechanism other than Dynamics 365, the customer ID has to be passed by the App to the engagement.
See Authenticated Visitors (Non-MS Portals)
- Unauthenticated: A customer that has not been authenticated cannot have a CRM record automatically popped. The agent has to request appropriate information from the customer during the engagement to identify them and manually open up the relevant CRM record or create a new one. This can be partly automated for the agent using a pre-chat survey