When a visitor that is not logged in starts a conversation, that person shows as "Guest Visitor" in the Agent Widget. In this article, you will learn how to create a new contact for such a visitor.
Tip: You can also link a guest visitor to an existing contact instead of making a new contact. See the article to Associate a CRM contact with a conversation instead of this one if you want to do that.
To create a new contact for a guest visitor, follow these steps.
- Click the Create New Contact button under the visitor's avatar.
- Fill out the New Contact form that opens in the main panel of the Dynamics 365 app. Include details such as the first and last name of the person. Then Save.
The visitor's telephone number and email address may populate automatically if you used a survey bot to gather these values.
Important: The Contact form is only available to Agents with the Customer Service Representative or CSR Manager permission roles. If you are not sure if you have these, please ask your supervisor.