How to Create a Contact from a Chat

Important: Unified Interface users can create Contacts then associate them with active chat sessions. See:Associate CRM contact with a chat.

When an agent receives a chat from a visitor that Live Assist cannot authenticate, Live Assist cannot associate the chat activity with an existing contact record.

To associate a chat activity with a contact record:

1. Click the Add contact button under the visitor's avatar:
   
2. Use the New Contact form in the main panel of the application.
3. Complete the form.
4. Click the Save button
   
   • The visitor's telephone number and email address populate automatically if you use a pre-chat survey that captures these values.

Important: The Contact card is only available to Agents with the Customer Service Representative or CSR Manager roles.