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:
- click the Add contact button under the visitor's avatar:
- Use the New Contact form in the main panel of the application.
- Complete the form.
- Click the Save button at the lower right.
- 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.