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Why do I keep receiving chats with no customer contact information?

Rachel A
  • Edited

Question

We have enabled the pre-chat form and it is a requirement that every end user fills it in before they can start a chat with us. However, sometimes we see a chat from a customer and there is no name or contact info, just Visitor 123456. How are these users getting past our pre-chat form?

Answer 

If a chat is manually requested by the visitor, they are required to fill in your pre-chat form. If the chat is started by a proactive trigger, the pre-chat form requirement is bypassed. The customer is placed in the queue to be served when they reply to the message sent by the trigger, without having to enter their contact information in the pre-chat form.

You can identify these chats by looking at the first message in the transcript. That message is not from the end user as expected, but from a proactive trigger instead. z3nracheltest_-_Agent.png In some cases, if the end user replies to an expired chat session created by a proactive trigger, a new chat is created without the visitor's name and email address. For these cases, there isn't the information that the proactive trigger has fired previously and the first message shows as made by the customer.

Note: Only the end user can terminate a chat session. Ending a chat by an agent doesn't end the session, unless you are using the Chat Mobile SDK. For more information, see When do chats time out?.
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7 Comments

  • Dan Scott

    Is there a way of doing reach out chat via trigger, yet still requiring them to fill in the contact form if they respond?

    2
  • Rachel A
    • Edited

    Hi Dan! Other than actually having the agent ask the user to fill in their information, there isn't currently a way to make a customer to fill in their information after they respond to a proactive Chat trigger, as it bypasses the pre-chat form requirement. It does sound like it could be an interesting feature development though, so I would advise creating a product feedback request over here! :) 

    1
  • Dan Scott

    Will do, thanks Rachel! 

    1
  • Adedayo Oduneye

    Hi Rachel, I’m also experiencing the same issue as Dan. My company uses the legacy Zopim Chat. Could you please let us know when this feature can be added on the platform. I have integrated a CHATBOT with the platform and I want to achieve same outcome as Dan.

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hi Adedayo,

    It looks like there's already a feedback post created for this feature: Proactive Greeting with Pre Chat Form

    I recommend upvoting the post and providing your use-case for our Product Managers to view :) 

    Thanks again for taking the time to share this with us!

    0
  • Ritika Joshi

    I have enabled chat in my product as well as in my website also but at the same time I want to restrict the visitors on my product to not fill the chat form and they can direct ask anything or go for the search they want but if any visitor come from the website then they must need to fill the entries.

    For this, I turn off the Pre-Chat form and The Visitor Profile for the chat so they won't be asked with the name and other details before requesting a chat. But, the form is disabled from the website and product also. 

    So, please can you help me out to restrict visitors from the path I want?

     

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Ritika,

    This won't work without the Pre-Chat form enabled. What I suggest is turning it back on and prefill the information for users who are already signed in. Then use a trigger to chat with customers proactively for signed-in users by identifying a tag they can add after the user has signed in. That way, they won't see the pre-chat form anymore.

    Best regards.

    0

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