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Anonymous chat › Administer › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Modify the anonymous chat record producer

Modify the default anonymous chat record producer to gather the desired information from guest users.

Before you begin

Role required: admin

About this task

This record producer requests information from a guest user on the Consumer Service Portal and stores the information as a record in the Consumer Interaction table (sn_customerservice_customer_interaction). The record is then used for routing the chat request.

Procedure

  1. Navigate to All > Service Catalog > Catalog Definition > Record Producers.

  2. Click What can we help you with?.

  3. Modify the record producer as necessary, including the variables in the Variables related list.

    For more information, see Create a record producer to log incidents.

  4. Click Update.