Modify the anonymous chat record producer

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • 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.