Why do I keep receiving chats with no customer email or phone number?

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  • Gatis Bertmanis

    Any news? We don't have any triggers, and in events, it's shown that the end-user started a conversation.

    But still, there are cases when the end-user shows as a visitor, despite that name and e-mail are required to enter, before chatting starts.

  • DJ Buenavista Jr.
    Zendesk Customer Care

    Hi Gatis,

    Thank you for reaching out to Zendesk Support.

    In regards to your concern, I was able to check your Help Center and I tried to start a chat without inputting any name and email, information but it didn't let me start a live chat session.

    I would advise double-checking your Chat triggers if you have a chat pro-active trigger enabled, if so that would bypass your pre-chat form rules.

    Thank you and have a wonderful day ahead!

    Kind regards,

    DJ Buenavista Jr. |
    Customer Advocacy Specialist | Support@Zendesk.com

  • Maoqin Xie

    I have embedded the code on my website and it worked as expected. But I am wondering pre-fill the pre-chat form if the user logged in. What should I do? The below code is not working in react js. 

    <script type="text/javascript">
    zESettings = {
      webWidget: {
        contactForm: {
          fields: [
            { id: 'description', prefill: { '*': 'This is prefilled description text' } }
  • Juraj Jarmek


    Please note that you would have to check if actually the contact form in the Web Widget Form was turned on and you are using that one in your widget.

    For example:

    For more info:

    Using Web Widget to embed customer service in your website

    Only then it will work correctly, as in the example below:

    Most of the time the issue is that clients are not using the correct widget contact form.

    You can also test it out in Codepen.io first to see if your widget script and zeSettings script is correctly rendering in the test window as I did above.

    Regarding React.js itself, Zendesk cannot troubleshoot the framework itself, but in your place, I would check how React is rendering the JSX into vanilla HTML/JS when it is compiled.

    Check in the inspect window if you are seeing what you would see if you would use vanilla HTML/JS.

    Hope that helps!


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