Feature differences: Legacy Chat and Chat in the Web Widget

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7 Comments

  • Maria
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    In how far are setNotes and appendNotes posing security risks? Especially since setName, setEmail,... are all text fields too and still supported
    This is super useful to get additional info about the page the user is on


    Also getName, getPhone and getEmail shouldn't be removed - their setters (setName) are still supported, so it makes sense to also have a getter.
    e.g. if ( getName() === '' && login cookie exists ) { setName( some value from cookie ) }
    So logged in users immediately have a better user experience, but we won't overwrite their name if they have manually input it already.

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  • Daniel Aron
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    Hi Maria, 

    The risk is more around social engineering and that notes can be used to influence workflow, for example causing an agent to process something that shouldn't be processed. Most agents have controls in place to validate the customers name/email information. This article details the available workarounds for Notes. 

    In regards to getName/Phone/Email we plan to support those. No ETA just yet but i'll update here when I can.

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  • Maria
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    But how would I get the chat_id? It's not exposed anywhere in the zendesk chat widget, so how would I be able to target the currently running chat using the API? Obviously, the chat_id is a requirement for all calls to update a specific chat.

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  • Maria
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    Hey Daniel, still waiting for a reply on how to get the chat_id?

    At the moment there is no alternative for setNotes/appendNotes, as the suggested method of:
    >Set notes for the user at the backend using the REST APIs

    Isn't working, since there is no way to get the current chat_id

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  • Nicole - Community Manager
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    Hi Maria, 

    There isn't currently a way to get the chat_id as it's not surfaced to the Web Widget. Visitor notes are tied to the user rather than the chat session, so what you'd actually want to look for is the visitor_id. 

    For more information, see this documentation on the Apps Framework API:  https://developer.zendesk.com/apps/docs/chat-api/chat_sidebar#visitor-object

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  • Hengly Ever
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    Can I also hide the label for lancher in desktop mode?

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  • Erika Camille Sundian
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    Hey Hengly Ever,

    I was able to check and confirm, that there is no option to remove/hide the chat label at the moment, it can only be replaced with a different one. But another option that you can try is to use a custom image as your chat widget button:

    **/Web widget code..**

    <a href="javascript:$zE.show()"><img src="ADD IMG SRC HERE"/></a>


    I hope this helps! :)

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