問題文
An insurer's anonymous chats are not being linked to existing contact records, even though the preconversation survey asks for the policy number. What is the likely cause?
選択肢
- An authentication settings record must be added to the channel, because linking a conversation to a contact requires a signed token that carries the customer's identity.
- Anonymous chats cannot be linked to contact records under any configuration, so the insurer must require sign-in before the conversation starts if it wants the records connected.
- The survey question's answer type must be option set rather than single line of text, because free text cannot be matched reliably against an existing record.
- Automatic identification of customers using preconversation responses has not been configured, because collecting the answer alone does not perform the lookup.