Modify the anonymous chat record producer

Modify the default anonymous chat record producer to gather the desired information from guest users.

Before you begin

Role required: admin

About this task

This record producer requests information from a guest user on the Consumer Service Portal and stores the information as a record in the Consumer Interaction table (sn_customerservice_customer_interaction). The record is then used for routing the chat request.


  1. Navigate to Service Catalog > Catalog Definition > Record Producers.
  2. Click What can we help you with?.
  3. Modify the record producer as necessary, including the variables in the Variables related list.
    For more information, see Create a record producer.
  4. Click Update.