In Live Assist for Microsoft Dynamics 365 (LAD365) it is possible to associate an existing CRM contact with a conversation. There are two ways you can do this.
- Option 1: Connect a contact using the activity record
- Option 2: Connect a contact using contact search
Option 1: Connect a Contact Using the Chat Activity Record
In this option, you can open the activity record in Dynamics 365 and then fill in the contact field. Afterwards you can open the linked contact and then use the associate contact button in the agent widget. Let's see how this is done.
- Click the Open Chat Activity button in the Agent Widget.
- The activity will open in the Dynamics 365 main panel. Find the General card and look for the Customer field. Enter a name to search for a contact. You can search for either a person or a company. Choose the contact you want to add, to connect this contact to the record.
- Click the hyperlinked name in the customer field. This will open the contact details in the main Dynamics 365 pane.
- After the contact details are open, click the associate contact button in the conversation. This will link this conversation to the contact.
Option 2: Connect a Contact Using the Contact Search
In this option, you search for the contact record, and open it. Then you use the associate contact button in the agent widget to connect the contact to the conversation.
- Open the Contacts form from the left navigation pane in the Dynamics 365 interface. Change the view to All Contacts. Search for a contact record and open the one you want to link.
- After the contact details are open, click the associate contact button in the conversation. This will link this conversation to the contact.