Promote an identified visitor to a full customer profile
When a visitor supplies identifying information through the identification form, the system resolves them to an existing Contact using reliable identifiers, or creates a new one — never matching on name, username or photo alone.
When this happens: Visitor submits the identification form.
How it works
- Enters Name = Maria Popescu, Email = `[email protected]` and submits.
- EasyCRM checks the mandatory fields are present.
- Creates/updates
ContactChannelIdentityrows for the submitted Email (and Phone, if given) and runs FR-02's identifier-based matching. - EasyCRM finds no existing Contact with this email; creates a new Contact with
LiveChat. - Links
VisitorSession.Contactto the new Contact; the pre-identificationLiveChatVisitorIdidentity now also carries thisContact, so earlier messages in this session appear on the Contact's history.
Other paths
Email matches an existing contact
At step 3 the email exactly matches an existing Contact. Links the session to that Contact instead of creating a new one; the operator now sees this visitor's full cross-channel history.
Ambiguous match
FR-02 surfaces more than one plausible match. Links the conversation to the best match and raises a DuplicateCandidate for an Admin to resolve; the visitor is not blocked.
If something goes wrong
Mandatory field missing
The Email field is empty. Blocks submission with EasyCrm:LiveChat:IdentificationRequired; the visitor cannot proceed past a *Before first message* form, or cannot send further messages past an *After first message* form.
Good to know
- Automatic profile association uses reliable identifiers only — never name, username or photo alone. (FR-22-011, BRD §3.8)
- Promotion is idempotent — resubmitting the same identification never creates a duplicate identity or Contact.