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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
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
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Hi Partner,
Has the problem been solved? Any updates?
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