Freshworks CRM - Implementation of Website Tracking code

Context: We are using Freshworks for a while now and we have a lot of contacts on the CRM which is populated via a back end API from our system.

Now we have a web experience for the users and want to implement the website tracking code to understand user page visits and user events. I tried adding the CRM tracking code, but it by itself is not linking the visits to a specific user.

I want to identify a user (and strictly not create a new one) and let freshworks know that this is the user that the events are being sent for.

Please help