If enabled by a Zendesk administrator, agents can work with authenticated Chat visitors in the Zendesk Agent Workspace. Authenticated Chat visitors provide agents with an extra level of security and confidence because the identity of the person they are talking to has been verified. Also, when agents work with authenticated Chat visitors, they have more context and continuity when they view the visitor's conversation history.
About the agent experience with authenticated Chat visitors
Agents can tell a visitor is authenticated by the check mark icon that appears next to the visitor's name in the ticket conversation.
Authentication information is limited to chat conversations, when a chat ends and the conversation moves to email, the authentication icon is not extended. Also, unlike authenticated Chat visitors in other Zendesk interfaces, agents can edit the visitor’s end-user details in the agent workspace, including name, email address, location, and language.
About the Web Widget experience for authenticated Chat visitors
In the Web Widget, authenticated visitors have a slightly different experience from visitors who are not authenticated. Ongoing chat sessions are synced across devices when the visitor is authenticated. This gives the visitor flexibility to switch computers or browsers and continue their ongoing chat session. Also, the authenticated visitor can see their past conversations in the widget by scrolling up in the chat log.