Incoming Web chat, is there a lookup function in the CRM template generator?

[greychain]

Incoming Web chat, is there a lookup function in the CRM template generator? Much like incoming phone call, does chat have the same contact creation/customer lookup?

 

[Evolute IT]

Check out the built-in integrations templates. There's the LookupByEmail and some others.

 

[greychain]

I am aware of that but until now never used it, does it work the same as the phone functionality?

 

[Evolute IT]

I am aware of that but until now never used it, does it work the same as the phone functionality?

Yes, it is used for chat messages coming from LiveChat or things like that. It looks up by email instead of phone number.

 

[edossantos]

In the template you can define 2 types of contact lookup scenarios:
1) Lookup by phone number
2) Lookup by email

The contact creation behavior is different for calls and chats:

• For calls, when the lookup by number doesn't return a contact, the contact creation scenario is triggered.
• For Live Chats, when the lookup by email doesn't return a contact, no contact is created.
• For SMS, when the lookup by number doesn't return a contact, no contact is created.

 

[greychain]

@edossantos Thanks for that, makes it clear.

 

[Evolute IT]

In the template you can define 2 types of contact lookup scenarios:
1) Lookup by phone number
2) Lookup by email

The contact creation behavior is different for calls and chats:

• For calls, when the lookup by number doesn't return a contact, the contact creation scenario is triggered.
• For Live Chats, the the lookup by email doesn't return a contact, no contact is created.
• For SMS, when the lookup by number doesn't return a contact, no contact is created.

Note that for SMS and LiveChat, we will eventually get a "Create Contact" button in the Webclient Information panel so that will be even better than just creating it automatically with the number only.