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Automatically opening customer record for unauthenticated chat in omnichannel

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Posted on by Rashi Saxena

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

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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.

Save and test it.

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

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

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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Hi Partner,

Has the problem been solved? Any updates?

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

Thanks.

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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