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Address book not using live lookup

We have Live Lookup up and running on our Helpspot setup. If you go into a ticket and that person is in the Live Lookup their information will show up there. However it was pointed out to me that when you go to do an external reply ->Add To Address and open up the address book that Live Lookup is not working. I’m sure it’s probably something super simple that we’ve not hooked up but I haven’t seen anything. Can someone point us in the right direction?

If need be I can send some screenshots if that helps out.