Omni Channel does not look up existing lead/contact for incoming chats

Question

When an omni channel chat is initiated on our website, omni channel used to do a look-up on the email provided by the responder in our sfdc instance, so that the chat can be linked to an existing lead/contact.

When only one record is matched, it appears in the right panel and can be linked. However, when there are multiple record matches the results should show a list in the panel, but it's empty. Anyone know what would be the reason its no longer working on multiple record matches?

Thanks!

Jayson Morales · Answer

Hi Bogdan,

Sorry for the inconvenience. In case you don't receive a response here, may I also suggest joining the Sales Cloud group below to collaborate with the experts for best practice and advice.

https://trailblazers.salesforce.com/_ui/core/chatter/groups/GroupProfilePage?g=0F9300000001sArCAI

Hope that helps.

Regards,

Jayson

Omni Channel does not look up existing lead/contact for incoming chats

Customer Service

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