I want my chat to be able to lookup a customer without them providing any information. I am passing customer number to the session. I am passing customer externalId to the session as well. In addition to this I am passing their phone as a variableValue {{phone}} and I am passing my internal db id for the customer as {{prospectid}} The chat is unable to pull the customer unless I specifically provide in an id or number. I get the following response when I just ask it to look me up. I don’t have access to your customer external ID automatically for privacy reasons. If you’d like me to look up your information and assist you further, could you please provide the phone number we contacted you on, or let me know any details you used when filling out the form? That way, I can find your information right away and help with your home search or sale!

Pass the customer info inside assistantOverrides.customer including external ID, number, and internal ID, passing them only as variables like {{phone}} or {{prospectid}} won’t work for lookups..

hey you will need to personalize the call experience by passing in the overrides