Skip to main content



No record found.

Microsoft Dynamics CRM forum
Suggested answer

create contact from MS Chat (omnichannel not teams)

Posted on by 25

Hi, We are just exploring the use of MS chat in Omnichannel.

It appears that when engaging with a chat customer there is no way to efficiently use the chat to create a contact.

currently is appears that you have to go to create a contact > copy and paste chat customer details into create contact screen > save and create > link contact to chat

Has anyone go a better way to do this or know if it can be done?

  • Wherezwaldo Profile Picture
    Wherezwaldo 25 on at
    RE: create contact from MS Chat (omnichannel not teams)

    Thanks Daniel. I was aware of that functionality but it seems clunky to have to copy and paste details into a new contact screen when Chat already holds that information (assuming we have a pre-chat question capturing those fields).

  • Suggested answer
    PerezAguiar Profile Picture
    PerezAguiar on at
    RE: create contact from MS Chat (omnichannel not teams)


    Let's suppose that a user ticks on the "let's chat" button. At this point, is an anonymous user that is starting a conversation with you.  How would you populate any field?  The only possibility would be that your customer representative start doing some questions:  "how can I refer to you?" > and this might populate Name/lastName, for example.

    ON the Conversation board, you have a "new" button that allows you to create, from within the same screen, a new tab to populate the data:  I think this is the reference to what you're asking...


Helpful resources

Quick Links

Replay now available! Dynamics 365 Community Call (CRM Edition)

Catch up on the first D365 Community Call held on 7/10

Community Spotlight of the Month

Kudos to Saurav Dhyani!

Congratulations to the June Top 10 community leaders!

These stars go above and beyond . . .


André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 287,696 Super User

Martin Dráb Profile Picture

Martin Dráb 225,490 Super User

nmaenpaa Profile Picture

nmaenpaa 101,148


Featured topics

Product updates

Dynamics 365 release plans