For webchat, first-time contacts and contacts with no data linked to them appear in chat as an anonymous contact. If a customer gives you their personal information, you can either add them as a new contact or link them to an existing contact in your account.
For two-way SMS chat, where the user’s mobile number already exists as a contact in your account, we automatically link the chat session to the contact record.
Create a contact record for a chat user
On the chat interface, select the chat session you want to add a contact from; this opens the chat window.
Select the pencil icon in the right hand panel of the chat window.
Enter your visitor's first name, last name, email address, and mobile number.
Select SAVE.
The contact is now added to the Chat contacts list.
Suppressed contacts
If you add a contact through Chat that is already a suppressed contact in your account, then the user is not added to the Chat contacts list. However, the contact’s information is still visible in the chat interface.