In addition to any data that may be stored in the visitor's CRM record, the chat system collects three types of data that it passes along to the agent:
- Authentication Data. If the user has authenticated prior to initiating a chat, the chat system can ask the authentication provider for user details, such as name, email, etc.
- Survey Data. The chat system may also prompt the user to enter information upon starting an engagement, such as the nature of their inquiry.
- Site Visit Data. This includes any information the chat system could ascertain without interrogating an authentication service, or prompting the user with a survey (e.g. browser, location, navigation history, etc.)
The agent can then use this data to associate the customer with a contact record in Dynamics 365. Furthermore, the authentication service can be configured to pass along the CRM ID for the authenticated customer, which will cause the contact record to appear automatically.