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Hello Community Users,
We have implemented OOB Web Chat Solution in Dynamics CRM CE.
Customers access Virtual Agent / Chat Bot to initiate the Session from the Website.
Chat Bot ask specific questions and we run Power Automate flow in the background to match / fetch the Customer details by matching the criteria received from the Customer via Chat bot Session.
We would like to update the found Customer (Contact) record and update the Customer details (Customer Lookup) in Contact lookup on msdyn_ocliveworkitem (Conversation) entity record.
So that, when Agent Pick-up the Chat Session in Dynamics CRM, he should be able to see the Contact already attached in the Conversation record which is opened on the Screen.
We are looking at some guidance / documents which can direct us to achieve this solution.
We just figured this out and I think we've found the best way to do this.
You can use specific names for your pre-chat survey questions and the system will try to match with Contacts. These include Name, Phone, Email. If you use these, then it will try to match based on these.
1.) Now, it will actually try to do an "and" match so if you have name and email, and the customer has the right email but they type their name differently (say "Jennie Smith" instead of "Jennifer Smith", then it won't match.
2,) Also it won't match if there is more than one result. Let's say you have two contacts with "jennie.smith@madeupemail.com" as their email.
So we have configured ours so that only the "email" question on the pre-chat survey is used to look up the contact to resolve #1. We also made a big effort to remove duplicate contacts from our system (by email) to resolve #2.
And now it is working great, aside from when you get a completely unknown contact, then we still have to create a new contact for them.
Hi Ranjitsingh,
You can assist customers better if you can automatically identify them and view their account and case details on the Customer summary page.
One of the ways is by setting up pre-conversation questions in the relevant chat widgets.
Configure a pre-conversation survey | Microsoft Docs
Customer responses can be used to search for details in the records and display the results. For an account or contact, the search is performed on the Name, Email, or Phone Number fields.
For an account, the Phone Number pertains to the Phone field of the Account Summary page; for a contact, the Phone Number pertains to the Mobile Number field of the Contact Summary page. For cases, the search is performed on the Case Number field.
Or you can try using custom context set using the setContextProvider API
You can refer the following documentation for more details:
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