Add a Chat user as a contact

Learn to add a Chat user as a contact in the Chat contacts address book in Engagement Cloud.

Overview

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 Engagement Cloud.

Anonymous contacts

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 Engagement Cloud.

Adding a Chat user as a contact

To add a chat user to the Chat contacts address book in Engagement Cloud:

  1. On the chat interface, click the chat session you want to add a contact from – this opens the chat window.
  2. Click the pencil icon in the right column of the chat window.
  3. Enter your visitor's First name, Last name, and Email address.
  4. Click Save.
    The contact is now added to the Chat contacts address book.

If you add a user to Chat that is already a suppressed contact in Engagement Cloud, then the user is not added to the Chat contacts address book. However, the contact’s information is still visible in the chat interface. 

chat-adding-contact.png

Adding a chat visitor as a contact

See also

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