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Chat contact name is different than person chatting
Answer ID 8284   |   Last Review Date 10/21/2019

Why is it that when a chat comes in, the contact information shows a different name than the person that is actually chatting?

Environment:

Chat - End-user Pages, Customer Portal

Resolution:

This behavior can be configured in the .NET client with the chat workspace option “Synchronize common fields across related records automatically” not enabled.  

Note:  The chat workspace synchronization option is only applicable in the .NET client, as BUI uses the Interaction workspace for chat.  Currently, the Interaction workspace cannot be configured to synchronize common fields.  See the following answer for a list of supported BUI features:  Answer ID 8173: Documentation for Supported Features in Browser User Interface

In the .NET client with the chat workspace synchronization option disabled, the scenario is as follows:

1.  A previously undocumented user (Jennifer Smith) initiates a chat on your end-user pages, entering her name (Jennifer Smith) and email (jsmith@email.net) as required for the chat session.

2.  This creates a new contact in your system with the provided name and email address.

3.  This chat session concludes.

4.  At some later time, an end-user starts a chat session and provides their name (Susan Johnson) and email address (jsmith@email.net) as required for the chat session.

5.  The provided email address is already associated to a contact (Jennifer Smith) and so the system pulls in this existing contact information and places this in the contact fields on the workspace.

6.  In the chat conversation, the name the agent sees for the customer with whom they are chatting is the name the customer entered on the end-user pages when requesting the chat (Susan Johnson).  This is also the name the end-user sees on their side of the chat.

7.  For the corresponding incident, the contact information will be pulled in from the contact record for the original email, Jennifer Smith.  However, the chat transcript displays the name the customer entered on the end-user pages from step 4 when requesting the chat.

In the .NET client with the chat workspace synchronization option enabled (pictured below), the system will automatically synchronize common fields, such as the contact information.  This scenario is described below.

1.  A previously undocumented user (John Smith) initiates a chat on your end-user pages, entering his name (John Smith) and email (johnsmith@email.net) as required for the chat session.

2.  This creates a new contact in your system with the provided name and email address.

3.  This chat session concludes.

4.  At some later time, an end-user starts a chat session and provides their name (Steve Johnson) and email address (johnsmith@email.net) as required for the chat session.

5.  The provided email address is already associated to a contact (John Smith) and so the system pulls in this existing contact information and places this in the contact fields on the workspace.

6.  In the chat conversation, the name the agent sees for the customer with whom they are chatting is the name from the contact record (John Smith).

7.  The name the end-user sees on their side while chatting with the agent is the name they entered when requesting the chat, Steve Johnson.

8.  For the corresponding incident, the contact information is pulled in from the contact record for the original email, John Smith.  The chat transcript also displays the name from the contact record, John Smith.

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