When you link a contact in chat, you link a customer’s Chat session to a contact card in your account.
Whether you use the In-app email address request feature or obtain and enter the details manually, we’ll automatically let you know if the contact already exists in your account – we do this by matching the email address.
If the contact does exist, you see the customer’s details in the right-side panel, and either a verified or unverified icon next to their name. If the contact is unverified, you must verify them before linking the account.
Before you start
Things you need to know before you start:
We recommend you set up the In-chat email address request feature. However, if you don’t, you can still manually link a contact. Learn more in Turn on and customise in-app email address request.
You must be a Chat agent to link a contact. Learn more in Roles and permissions of Chat.
You must read and understand the Chat verification security and compliance.
Link a Chat session to an existing contact
Verify the email address belongs to the customer. Learn how to verify an email address in Verify an email address received in Chat.
On the chat interface, select the chat session you want to link a contact from – this opens the chat window.
Expand the Contact actions drop-down menu in the right column of the Chat window, and select Link to existing contact.
Enter the visitor's email address in the search box.
Select the user’s email address to link the contact to.
The contact is now verified and linked to the contact in your account.