---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create a consumer record from an anonymous chat

# Create a consumer record from an anonymous chat {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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.  
   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.