When a brand new user calls in to the omnichannel environment, on the customer summary page, I can link them to a contact record already in my environment, after which the timeline, Customer 360, all data for that contact record loads. However, it will not save that information, aka, when said user calls in again, D365 omnichannel will not recognize it was that contact. The only way to save that information is to navigate to that customer record/contact record and input their phone number in that way. After that is done, the system will henceforth identify that new user as said customer whenever they call again.

The proposed enhancement request is when I link them to a contact record, the system remembers who that user is in the future without needing navigate the customer/contact record page and input the phone number in that way. This is an enhancement request coming from a customer (Univar/Chempoint)