Hi,
We have created a POC for this and am wondering how I can get the contact to validate via the Pre Survey Form within the chat?
Is this achievable?
Also the chat transcript currently records against either the contact or account record. Is this possible to be stored against the case or is it not recommended to do so?
Hi
Please take a look at docs.microsoft.com/.../record-identification-rule, which goes through how you can use the pre-chat survey questions to automatically map to a contact/account record.
In terms of chat transcripts, at this point it's not possible to store it against the case with default functionality. It may be possible to implement a custom process to do so, using something like PowerAutomate
Chat transcript against case record is not recommended due to standard approach to track, manage and maintain the chat history
I have a few questions regarding automatically identifying customers for incoming chat requests as well.
1. For example, in the Microsoft Docs page CRM Ninja linked they give the example of identifying a Contact based on Email and that "attribute logical name" should be emailaddress1. In the Live Chat Workstream, under Context variables, should the "Name" of the Email variable then be emailaddress1 or should it be in the Chat widget settings?
2. Should the Type of Context Variable in the Workstream be "Entity Reference"?
3. Once the these are set up correctly, does it mean that once you accept an incoming chat request, that the matching customer record will open in Omnichannel automatically?
4. Could you share any screenshots as reference, would appreciate it.
Thanks.
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