Search for a Contact Record

You can access additional information about the customer using the Contact Search feature.

If the customer has a contact record in the knowledge base, for example, you can see any organization association and the customer's location.

1. Do one of the following:
   • If a contact record exists, the customer’s name appears in the Contact field. Click the customer’s name and select Open to open the contact record. See Overview of Contacts.
   • If a contact record does not exist for the customer, the Contact field is blank. Click Search to the right of the Contact field to open the Contact Search window. See Record Search Options.
2. After viewing or editing the contact record, click OK to return to the chat session.