Identify carefully
Anonymous chat visitors can be named when reliable details become available. Use information the customer provided and avoid guessing identities from partial matches.
Link the right record
Search for the existing customer before creating or linking another profile. Compare email and prior conversation context to avoid merging unrelated people.
Use history with judgement
Previous tickets can explain preferences and earlier fixes, but always confirm that old details still apply. Keep the current response focused on the request in front of you.