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.
As of Live Assist for Microsoft Dynamics 365 version 3.6.0 (April 2018 Release), you can use the Automatic Association Tool (Creating New Entities Auto Associated with the Chat Activity) to create contacts records.