From inside an ongoing or earlier chat conversation, you can do the following things:

1. Create a new contact directly in an ongoing chat conversation or in a previous chat, by clicking Add contact > Create new contact.

2. Tie an ongoing or a previous chat conversation to an existing contact, by clicking Add contact > Link with existing contact.

When you add a chat conversation to a new contact or tie it to an alreeady existing contact, the name of the visitor will automatically change.

3. Go directly to the visitor's customer card, by clicking Go to profile.

Read more about the possibilities in Contacts in the following article: What can I do in the Contacts tab?