Contact Data

Configure Contact Data fields so agents can view, edit, and identify customer information in Live Chat.

Contact data helps agents personalize conversations, resolve issues, and follow up with customers. Handle contact data according to your organization’s privacy policies and applicable regulations.

Prerequisites

1. Open the Live Chat platform.
2. Go to Preferences.
3. Open the GENERAL dropdown menu.
4. Select Contact data.

Set up Contact Data fields

1. From the Fields Visibility dropdown menu, select the contact fields you want to display.

   These fields are the columns in the Workspace Contact List that contain customer contact information.

   

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   NOTE

   Contact data in Live Chat is linked to the Workspace Contact List. Fields available in the Contact Data section come from the associated Workspace Contact List, and any data saved or updated in Live Chat is reflected in that list.

2. Review the selected fields in the Contact Data table.

   

   To remove a contact data field, clear its selection in the Fields Visibility dropdown menu.

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   NOTE

   Selected contact data fields appear in the conversation Details panel.

3. Choose which fields agents can edit in the Details panel.

   Select each field that should be read-only. Agents can enter or update customer information in any field you leave unselected.

4. Click Save.

   In this example, the Email field is editable and the Mobile field is read-only. An agent can enter the customer's email in the Details panel during a conversation.

   

5. In the Display Name column, choose the primary identifier agents see at the top of the conversation window.

   Select a contact attribute, such as Membership or Email, then click Save. For example, selecting Membership displays the customer's membership number, such as 141518-DF14, at the top of the conversation.

   

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   NOTE

   If no Display Name field is selected, Live Chat combines the First Name and Last Name fields by default. If the selected Display Name, First Name, and Last Name values are empty, Live Chat displays the Phone Number value instead.

Optional: Add new contact data fields

Add new fields in the Workspace Contact List before using them in Live Chat.

1. Open the Contact List in the Workspace linked to Live Chat.
2. Select the Fields Visibility dropdown menu next to the + Add Subscribers button.
3. Click Manage Fields.
4. Create the required field in the contact list.
5. Return to Live Chat and sign in.
6. Go to Inbox Preferences.
7. Under General, select Contact Data.
8. Open the Contact Fields dropdown menu and select the new field.

The new field is available in Live Chat after you create it in the Workspace Contact List.