So we have recently implement Live chat into our site which is working well when visitors need help but we're now pushing this forward with pro-active chat triggers to encourage users to engage with the support team.
With a user-initiated chat we capture their name and also email address sp we can send them a record of the chat and also use their name in conversation. What I'm finding is that if a chat is initiated with a pro-active trigger we don't get that detail and have to then ask instead which is sometimes tricky to get the tone right when you're trying to be pro-active.
Is there any way round this?
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