Create a consumer record from an anonymous chat

If an anonymous chat results in the need to create a consumer record, create the record directly from the conversation.

Before you begin

Role required: sn_customerservice.consumer_agent, sn_customerservice_manager, or admin

About this task

Procedure

  1. Respond to an anonymous chat request.
  2. Chat with the user to determine the issue.
  3. At the bottom of the conversation, click the menu icon to open the Connect actions menu.
  4. In the Connect actions menu, select Create Consumer and Case for Guest.
    In the conversation tools area to the right of the conversation, a new consumer form opens in a record tab. The system automatically sets certain fields based on conversation details. For a consumer record created from a guest user chat, the First name, Last name, and Email fields display information from the initial chat request.

    Selecting this option creates a consumer record using the information provided on the record producer and then associates the case with the newly created consumer. The Case form is also populated with the information provided on the record producer.

  5. Complete the form as necessary and click Submit.