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.
Desktop or web app
During a call
Before you begin:
You must be set up as a user and be assigned the CC agent role.
During a chat
Before you begin:
You must be set up as a user and be assigned the CC agent role or CX team member role.
- Sign in to the desktop or web app.
- From Inbox, select the desired chat conversation.
- From the conversation window, a contact can be linked to the chat conversation by one of the following ways.
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- 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.
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- Optional: Repeat the same steps to edit the contact link.
Mobile app
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.
- From Inbox, select the desired conversation.
- Tap
or 
. - Select Link contact and then choose the shared contact you would like to Link the conversation to.