Create a consumer record from an anonymous chat

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

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

    Antes de Iniciar

    Role required: sn_customerservice.consumer_agent, sn_customerservice_manager, or admin

    Por Que e Quando Desempenhar Esta Tarefa

    Procedimento

    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.

      The system opens a Consumer form and fills in some of the 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.