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Wrong contact associated with chat

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edited Jul 20, 2015 11:36AM in Communication Channels 1 comment

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Hi,

We have a scenario in which, an end user initiate chat with only First name and last name. When the chat is terminated, it creates a contact if the contact does not exist in RNOW. But here, when an end user tries to initiate chat by providing First Name and Last Name, if the First Name matches with an existing contact in RNOW, that contact gets attached to the chat.

For ex., If a user initiates chat with FN: Ashwitha, LN:Serv and when chat gets terminated, it will create a contact in RNOW as 'Ashwitha Serv'. Now, if another user initiate another chat with FN: Ashwitha LN:S its not creating a new contact, but is getting associated with 'Ashwitha Serv', which was created in the past. Could anyone please explain why its getting associated with 'Ashwitha Serv'? I guess the contact details here is fetched by matching only the first name. Is there some method to get this solved. Any help is greatly appreciated.

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