Configuring Chat Channel Pre-Chat Surveys for Verification and Routing

To meet the requirement of capturing email addresses for verification before engaging the customer, you must configure a pre-chat survey. Within this survey, adding a specific question field allows the system to capture user input. Crucially, when a question is added to a pre-chat survey in Dynamics 365 Contact Center, a corresponding context variable is automatically created by the system. This variable stores the captured data and makes it available for subsequent processing or display, fulfilling the need to capture and verify the email address without manual custom code.

For the second requirement, capturing the reason for contact and using it for routing, the same mechanism applies but with a different configuration step. You add another question to the pre-chat survey to capture the reason. To enable routing based on this value, you must map the newly created context variable (which holds the reason) to a queue attribute or use it in a routing rule within the unified routing configuration. The key insight here is that pre-chat survey questions generate context variables automatically, which serve as the bridge between user input and routing logic. Therefore, both actions involve adding questions to the pre-chat survey, with the first ensuring the variable exists for verification and the second linking that variable to routing criteria.