What entity information must be manually linked to an authenticated chat unless captured in a pre-chat survey?

To effectively manage customer interactions, especially in a chat context within Dynamics 365 Customer Service, it's essential to ensure that the system has the right information linked to each interaction. The correct association of entities helps service agents provide personalized support and track customer inquiries effectively.

When a customer initiates a chat, the system can capture some information through a pre-chat survey, which can streamline the connection to related entities. However, if this information isn't gathered beforehand, certain critical entities must be linked manually to ensure complete context for the customer service representative.

In this case, linking a case entity manually is vital because it provides a structured way to track and resolve customer issues. The case record includes all relevant information about the customer's inquiry, complaint, or request. If the chat doesn't automatically associate with any existing case, agents may need to create a new case or link the chat to an appropriate existing case manually. This links the dialogue to a documented issue that needs to be addressed, thereby improving resolution efficiency and ensuring accurate follow-up.

On the other hand, while accounts and contacts play significant roles in the overall structure of customer relationships, they may not require manual linking during a chat interaction unless specifically needed. The channel entity primarily deals with how the conversation occurs (e.g.,