To create a new session for an existing consumer:

  1. In the New Session screen, use the FIND AN EXISTING CONSUMER section.

  1. Begin entering any of the of the following information in the search field:
  • Email: Consumer’s email address.
  • First Name: First name of the consumer.
  • Last Name: Last name of the consumer.
  • Phone: Phone number of the consumer. This function searches both the Phone 1 and Phone 2 fields of the consumer record (see Creating a New Consumer). If the consumer has multiple phone numbers, the results will display both numbers separated by commas.
  • External Consumer ID: ID assigned to the consumer in your third-party CRM application. If this custom field is enabled as described in Enabling/Disabling a Custom Field (opens a new article), you may use this as one of the search term(s) to help you find the session. This field may have a different name and/or accepted data format, depending on the unique settings for your company. Please contact your Support.com Cloud Administrator for assistance, if needed.
  • External Session ID: ID assigned to the session in your third-party CRM application. If this custom field is enabled as described in Enabling/Disabling a Custom Field (opens a new article), you may use this as one of the search term(s) to help you find the session. This field may have a different name and/or accepted data format, depending on the unique settings for your company. Please contact your Support.com Cloud Administrator for assistance, if needed.


Note: All of your search term(s) must match one or more existing consumer(s) in order to display a match. If your search matches too many consumers, try adding more search criteria to narrow down the search. If your search does not match any consumers, try using fewer search terms and double-check that the information you are entering is accurate.


  1. Search results appear as you type. You may either:
  • Click any result to select a consumer and view a Session History of all sessions for that consumer. Clicking that session opens the Session screen (see Session Screen; opens a new article).

  • Immediately open a new session for that consumer by clicking the Create a new session for <Consumer> button, where <Consumer> is the name of the consumer. This opens the Session screen (see Session Screen).

  • Click Search to open the Search Results table, which lists all matching consumer(s), if any. The table on this screen displays the Email, First Name, Last Name, Phone, and External Consumer ID (if enabled as described in Enabling/Disabling a Custom Field) for each matching consumer. Select the consumer you want to work with by clicking the table row for the consumer for whom you want to create the new session. This opens the Session screen (see Session Screen).

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Note: If no existing consumers match your search terms, you may either enter different term(s) or click the Create a new consumer? link to open the Create Consumer popup (see Creating a New Consumer).

Support.com Cloud will:
  • Create a new session with a new number that is unique to that session. If the External Session ID field is enabled, you will be prompted to enter this ID. This field may appear under a different name and may or may not be required. Please contact your Support.com Cloud Administrator for assistance if needed.
  • Open the Session screen for the new session. See Session Screen.