# Can't Associate Live Chat Contact

**URL:** <https://community.hubspot.com/t/cant-associate-live-chat-contact/23210>\
**Category:** Lead Capture Tools\
**Tags:** ctas\
**Created:** [July 21, 2020, 9:08pm UTC](https://community.hubspot.com/t/cant-associate-live-chat-contact/23210 "2020-07-21T21:08:15Z")\
**Posts on this page:** 4\
**Page:** 1

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**Author:** ![khart1](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/khart1/32/84083_2.png) [@khart1](https://community.hubspot.com/u/khart1)\
**Post date:** [July 21, 2020, 9:08pm UTC](https://community.hubspot.com/t/cant-associate-live-chat-contact/23210/1 "2020-07-21T21:08:15Z")

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Hello, I just chatted with an unknown visitor. I got his name and email address and now I would like to create a contact associated with the chat. I’ve done this countless times before, however, this time, there is no option to add the contact information in the right panel per the hubspot instructions as I have done in the past. How can I associate this chat with a new contact? Help! For a moment I thought maybe it was getting associated with a miscellaneous contact so I chose the disassociate option, which didn’t seem to do anything or make a difference. Here is a screenshot of what my right panel looks like in the chat. Normally, I would see these options but above that there would be an area for contact info and to associate the chat with existing. That option is not currently available.

 ![29496iCDED7CDF2750A282.png](https://d2qpr2jzcazej7.cloudfront.net/original/2X/7/7afd5dc92c427568a5f408199e523bd7e847b582.png)

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**Author:** ![PamCotton](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/pamcotton/32/47916_2.png) [@PamCotton](https://community.hubspot.com/u/PamCotton)\
**Post date:** [July 22, 2020, 6:11pm UTC](https://community.hubspot.com/t/cant-associate-live-chat-contact/23210/2 "2020-07-22T18:11:37Z")

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Hi @khart1

On top of “create a ticket” do you have the following option in your end?

 ![29543i0988F2AB56CD20A5.png](https://d2qpr2jzcazej7.cloudfront.net/original/3X/7/f/7ff90453ffa14b8ac33bad2da3c625a65b4f12c8.png)  
Associate Visitor

Also when you click in “More” what are the options available in your end? Currently this customer still as Unknown user?

Thank you,

Pam

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<div class="post-metadata">

**Author:** ![khart1](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/khart1/32/84083_2.png) [@khart1](https://community.hubspot.com/u/khart1)\
**Post date:** [July 23, 2020, 1:55pm UTC](https://community.hubspot.com/t/cant-associate-live-chat-contact/23210/3 "2020-07-23T13:55:07Z")

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Hi Pam, Thanks for your reply. As of yesterday, no, I did not have the option to “associate visitor” like in your screenshot and when I clicked “more” I only had an option to “disassociate” visitor, which I had clicked several times. It was all very strange. However, I have since logged out and logged back in and now all of the expected options are available. It must have been a glitch. All is well that ends well. Thanks for your help!

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**Author:** ![PamCotton](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/pamcotton/32/47916_2.png) [@PamCotton](https://community.hubspot.com/u/PamCotton)\
**Post date:** [July 23, 2020, 2:41pm UTC](https://community.hubspot.com/t/cant-associate-live-chat-contact/23210/4 "2020-07-23T14:41:49Z")

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Hello @khart1

You are welcome, thank you for letting me know. If this happens again, my recommendation would be to clear your browser cache ( i[nstructions here](https://knowledge.hubspot.com/cos-general/how-to-clear-your-browser-cache) )

And of course, let us know if you need further assistance.  
 ![16x16_smiley-happy.png.png](https://d2qpr2jzcazej7.cloudfront.net/original/2X/2/22d5e40d253def47f5f4ea7f0e3e70be19010689.png)

Kindly,

Pam