How do I add a contact's information to a call or chat?

Use the customer information view to identify your customers, keep track of their interactions with your company, and create a consistent positive experience for them, regardless of the channels they use.

Contact Center Experience

During a call

Link a contact to your call conversation.

Before you begin: You must be set up as a user and be assigned the agent role.

While on an active call in the GoTo desktop or web app, select Link to a contact in the sidecar.
Search to see if the contact already exists (any available call information will pre-populate in the search fields).
1. If it does, select the contact and then select Link contact to the call or conversation. You can then edit any details as needed using the Edit button.
2. If it does not, select Create new contact, enter the available information, and then select Save and link call (or conversation).
Optional: Select the notebook icon to add notes and/or tags to the conversation. These will auto-save and be available throughout the wrap-up period.
Optional: Select the history icon to view a history of all linked interactions with this contact. You can search by key words or tags.

Remember: A history is started after a contact has been created and at least one call has been linked to the contact.

During a chat

Link a contact to a chat conversation.

Before you begin: You must be set up as a user and be assigned the agent role.

Sign in to GoTo desktop or web app.
Select Inbox from the left navigation.
Select the chat conversation.
From the conversation window, a contact can be linked to the chat conversation by one of the following ways.
- - Exact match: Contacts will be automatically linked to a chat conversation if the contact's name and/or phone number matches an existing contact.
  - Multiple matches: Select one of the contact suggestions to link to the chat conversation.
  - Search matches: Search for another existing contact to link to the chat conversation.
  - New match: Create a new contact if the contact does not match with an existing contact. Select Save and link chat to save your changes.
Optional: Repeat the same steps to edit the contact link.

Customer Engagement Experience

Link a contact to your chat conversation.

Before you begin: You must be set up as a user and be assigned the agent role.

Sign in to GoTo desktop or web app.
Select Inbox from the left navigation.
Select the chat conversation.
From the conversation window, a contact can be linked to the chat conversation by one of the following ways.
- - Exact match: Contacts will be automatically linked to a chat conversation if the contact's name and/or phone number matches an existing contact.
  - Multiple matches: Select one of the contact suggestions to link to the chat conversation.
  - Search matches: Search for another existing contact to link to the chat conversation.
  - New match: Create a new contact if the contact does not match with an existing contact. Select Save and link chat to save your changes.
Optional: Repeat the same steps to edit the contact link.

Mobile App Experience

Link a contact to your chat conversation.

Before you begin:

You must be set up as a user and be assigned the agent role.
You must create a shared contact before you can link it to the chat.

Sign in to our GoTo app.
Select Inbox from the bottom navigation.
Choose the conversation.
Tap the or icon.
Select Link contact and choose the shared contact you would like to Link the conversation to.

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