Link a Chat session to an existing contact

Learn to link a Chat user to a contact already existing in an Engagement Cloud address book.

Overview

If your Chat user already exists as a contact in Engagement Cloud, you can link their Chat session to their contact details.

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.

Link a Chat session to an existing contact

To link a Chat session to an existing contact:

  1. On the chat interface, click the chat session you want to link a contact from – this opens the chat window.
  2. Click the Contact actions drop-down menu in the right column of the Chat window.
  3. Click Link to existing contact.
  4. Enter the visitor's email address in the search box.
  5. Select the user’s email address to link the contact to.
    The contact is now added to the Chat contacts address book.

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Linking a chat visitor to a contact

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