I am posting this question here in General with the hopes of getting an answer, no one has an answer in the Customer Service forum.
I am following 2 instructions:
https://medium.com/hitachisolutions-braintrust/omnichannel-for-customer-service-auto-identify-a-customer-e8ae270553a5
and
https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/record-identification-rule
and it's not working, it is not a complicated setup, not at all, just add a pre-survey question with Question Name as Name and you should be ready to go!?
But incoming chat requests are still coming in as "Visitor" even if first and last name are a perfect match between Contact record and pre-survey answer.
So what is missing, I have seen that other users has had the same questions regarding this functionality not working but few answers.
Would there be anything interfering with this functionality? Like Power Virtual Agent?
Is it required to do something with the context variable in Workstream? Should the type be entity reference for the Name?
