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Automatically opening customer record for unauthenticated chat in omnichannel

Posted on 7 Jan 2021 10:00:50 by 95

Hi All,

Is it possible to automatically opening contact record based upon full name/emailaddress captured in pre-chat survey of omnichannel. MSDN documentation says its possible, but its not working for me.

Link:https://docs.microsoft.com/en-us/dynamics365/customer-service/record-identification-rule

First of all as mentioned in the above link, I don't see any field called 'Attribute Logical Name' while setting pre-chat survey. My understanding is that if we could set this correctly, it will work automatically. Am I missing anything?

Any leads would be helpful.

Thanks,

Rashi

  • Community Member Profile Picture
    Community Member Microsoft Employee on 13 Jan 2021 at 02:32:47
    RE: Automatically opening customer record for unauthenticated chat in omnichannel

    Hi Partner,

    Has the problem been solved? Any updates?

    Please click Yes under "Did this answer your question?" to close this thread.

     pastedimage1610505161575v1.png

    Thanks. 

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

  • Suggested answer
    Community Member Profile Picture
    Community Member Microsoft Employee on 08 Jan 2021 at 08:56:46
    RE: Automatically opening customer record for unauthenticated chat in omnichannel

    Hi Rashi,

    As you mentioned, it will run automatically only when you set pre-chat question as document said.

    For example, I want to it can search account based on question.

    pastedimage1610095824219v2.png    pastedimage1610095778478v1.png

    Save and test it.

    Go to the portal and don't login, Input name and telephone field value, then submit it.

    pastedimage1610095909057v3.png

    In Omnichannel for customer service app, all value about the account is filled automatically.

    pastedimage1610095993072v4.png

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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