---
title: Create a consumer record from an anonymous chat
description: If an anonymous chat results in the need to create a consumer record, create the record directly from the conversation.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-consumer-rec-from-anon-chat.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Manage cases, Use, Customer Service Management]
---

# Create a consumer record from an anonymous chat

If an anonymous chat results in the need to create a consumer record, create the record directly from the conversation.

## Before you begin

Role required: sn\_customerservice.consumer\_agent, sn\_customerservice\_manager, or admin

## About this task

## Procedure

1.  Respond to an anonymous chat request.

2.  Chat with the user to determine the issue.

3.  At the bottom of the conversation, click the menu icon to open the Connect actions menu.

4.  In the Connect actions menu, select **Create Consumer and Case for Guest**.

    The system opens a Consumer form and fills in some of the fields based on conversation details. For a consumer record created from a guest user chat, the **First name**, **Last name**, and **Email** fields display information from the initial chat request.

    Selecting this option creates a consumer record using the information provided on the record producer and then associates the case with the newly created consumer. The Case form is also populated with the information provided on the record producer.

5.  Complete the form as necessary and click **Submit**.