It's essential you fully understand and apply data security and compliance measures before linking a customer in chat to a contact record in your account.

Once you or the customer enter an email address into chat, we check to see if the email address already exists in your account. There are three possible outcomes of this:

Whether you're using the in-chat email address request feature or entering details manually, these same verification statuses apply.

When a customer enters their email address and they don’t already exist as a contact in your account, we register them as a new contact using the pre-set double opt-in regulatory settings.

To set this up, expand the User menu then go to Settings > General > Account settings > Regulatory settings.

Once the customer completes the double opt-in process, we add their contact details to the chat contacts list and automatically link their chat session to the contact record in your account.

When an email address exists in your account, but we haven’t verified it, the chat is preliminarily linked with the contact details.

In this case, you can see the customer's details, but we warn you of the unverified status with a warning exclamation mark.

When a customer is unverified, you must verify them before discussing any account-specific details.

When an email address already exists in your account and is verified, the customer must have previously verified themselves in a chat session. We show you that a customer's email address is verified with a green check mark next to their name.

When a customer is verified, you can discuss their account details with them.