Hi, When you invoke a chat session from an end user portal (like the banks customer facing page) into CPM, you have the ability to pass along metadata for the chat. If you are working with the base CPM application, you would pass along the Contact ID and Account Number of the customer. Since they have logged in, you should have a way to get that information into the chat request. 

When the chat request gets to the CPM side, we look up the contact based on the Contact ID and use that info to populate the chat pop. 

The metadata that you pass along can be anything you want .. it's a JSON object with name value pairs. If you change them, you have to update the activity on the CPM side to look for the new data and do something with it. Both sides are completely customizable.