Surface Pre-Chat Form Data to Agents and Use It for Dynamics 365 Record Pop
Currently, when a chat is accepted in RingCX with Dynamics 365 integration, the information a visitor submits in the Pre-Chat form (e.g., name, email, phone, member ID) is not surfaced to the agent nor used to open the corresponding record in Dynamics.
This creates an inconsistency across channels:
Phone: Caller ID matches and pops a record in Dynamics.
Email: Sender address matches and pops a record in Dynamics.
Chat: Pre-Chat data is ignored, leaving agents without context.
As a result, agents must re-ask for information the visitor already provided, handle time increases, and member experience suffers. Displaying Pre-Chat data to the agent and using it to pop the Dynamics record would bring chat in line with phone and email, improving accuracy, efficiency, and overall consistency.
Jason
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