Announcement: Introduction to end user authentication in messaging

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18 Comments

  • Anton M.

    That's exciting news! for our case knowing the user is critical -  we must be sure the users are properly authenticated and we can do critical changes on their behalf. 

    Regarding the agent experience, will be, that every user comment will have an "authenticated" badge? Will it be possible to configure different workflows/views for authenticated/non authenticated users. Will it be possible to receive authenticated status via API?

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  • Mick O'Donnell
    Zendesk Product Manager

    Hi Антон!

    Regarding the agent experience, will be, that every user comment will have an "authenticated" badge?

    Correct. Each comment that is posted by the user, while they are authenticated, will have a badge. Not comments posted before they became authenticated.

    Will it be possible to configure different workflows/views for authenticated/non authenticated users.

    In regards to the end-user experience, we will be bringing more conditional to the Flow Builder in the future around conditions such as the authentication state of the users. This won't be possible initially. From the agent workflow point of view, the authentication badge will be the only change for how.

    Will it be possible to receive authenticated status via API?

    We won't be providing client-side APIs to check if authentication status in the Web Widget or mobile SDK, but please let me know if this would be useful moving forward. You could potentially use the Sunshine Conversations API to retrieve user information including the authentication status, as all you need to the unique user identifier (and API access of course).

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  • Dallin Harmon

    Thank you for building this functionality. It is really needed. 

    Haven't different Flow Builder experience is huge benefit for an authenticated user. We would use that once it becomes available. 

    Will this authenticated user concept be able to be used in conjunction with future product releases with having integrated call-back requests within Messenger? I know that is on the roadmap, I just don't know when. 

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  • Mick O'Donnell
    Zendesk Product Manager

    Will this authenticated user concept be able to be used in conjunction with future product releases with having integrated call-back requests within Messenger? I know that is on the roadmap, I just don't know when. 

    Do you mind explaining your use case in a little more detail here please? Sorry for the delaying response.

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  • Dallin Harmon

    Sure. If we have an authenticated user, I would want to provide a dynamic flow to have the ability to schedule a call-back request. If they are not authenticated within our system, then the flow would have a slight variation and they could not schedule a call-back request. 

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  • Mick O'Donnell
    Zendesk Product Manager

    Yes, this type of conditionality in FlowBuilder is on our roadmap as a high priority, but I can't give specific dates at this point in time. If you implement end-user authentication (once it's releases in the coming days), you'll be able to leverage this user state (authenticated / not authenticated) for this type of dynamic flow once it is available.

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  • Lúcia Mees

    Hi Mick! Has this feature already been released? Do we have an estimate for when it will be rolled out? We are implementing Zendesk right now in our company and would love to implement it with Messaging. 

    Thank you!

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  • Miranda Burford
    Zendesk Product Manager

    Hi Lúcia Mees,

    Jumping in for Mick here.  End user authentication for messaging has now been released (as of January 25th).  More info can be found here.

    - Miranda.

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  • Christopher Triolo

    Hi team, 

    We are just getting started with ZenDesk and just implemented end user authentication. We are noticing that our end users that chat in to us come in completely blank user profiles besides their name. 

    We have done bulk upload of our users and we were expecting the chats to get associated based on external_id. Is there another way to do this? Otherwise the agents aren't sure about which organization they are talking to and the end user cant see their chat in the help center.

    Separately we also see the chat constantly asking for the user's name even though we have logged them in and we see the call is successful from the smooch apis. Any advice on this?

    Thank you!!!

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  • Danny Larsen

    Christopher Triolo Did you manage to solve the issues? We are seeing the same with asking for name and also not linking correctly via the external_id in the JWT token.

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  • Prakruti Hindia
    Zendesk Product Manager

    We have done bulk upload of our users and we were expecting the chats to get associated based on external_id. Is there another way to do this? Otherwise the agents aren't sure about which organization they are talking to and the end user cant see their chat in the help center.

    We are seeing the same with asking for name and also not linking correctly via the external_id in the JWT token.

    Christopher, Danny, the external ids are available on hover over the authentication badge next to via messaging.

    We are currently working on associating the external id with user profile. Expect it to be rolled out in early May. After that, external ids provided in the API will be propagated to the user profile. If a user with the same external id exists in the system, the messaging ticket will be associated to that user. 

    We will create a ticket for the name prompt. 

    -Prakruti

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  • Malcolm Murray

    Hi There,

    I'm just wondering what the status of this is. We have a Zendesk plugin that relies on either email or external_id to show some additional user context from our systems. As neither of these things are passed through by Zendesk messaging for authenticated users we can't actually show any of that at the moment. It does sound from the above chat that once the new Zendesk changes have been released then our issues will be resolved, but just wondering if this is imminent?

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  • Zipcar, Inc.

    Hello - Also curious on the timing of associating an authenticated user's conversations with an existing end-user profile which has a matching external_id. Sounds like it was targeted for release last month - any updates on expected timing would be very helpful.

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  • Christopher Triolo

    Danny Larsen sorry for the late reply here. No I never figured it out. Here's what I did:
    1) Re-uploaded all my users with external_id being their login email as opposed to their unique uuid in my system.
    2) Set the JWT external_id as the email address of the logged in users
    3) Trained my CS team (agents) to hover over the checkmark and then merge the users based on email.

    External Id matching would still be extremely helpful to my agents.

    Prakruti Hindia Re: Name prompting issue. I'm still getting it. I'm worried my users are being spammed for no reason. I'd expect the name to NOT be prompted if we use JWT auth. Screenshots below:


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  • Malcolm Murray

    Hi there,

    I was just wondering if the changes mentioned by Prakruti Hindia above have been released yet in terms of linking the Zendesk messaging user with a Zendesk user. We are waiting for this to be released before we can go live with our Zendesk messaging implementation. We basically need the user info for authenticated chat users to be available via the Zendesk API.

    It was mentioned above that this should be out in early May - just wondering if there is any update on this?

    Thanks in advance,
    Malcolm

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi folks,

    I have dropped an update here - https://support.zendesk.com/hc/en-us/articles/4411666638746/comments/4684780332570. 

    Christopher, I recommend creating a ticket with us. Email capture should be skipped when the end-user is authenticated. 

    - Prakruti

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  • Anton

    Is there still no way to get authenticated user Id or e-mail via API to look up user information from Sunshine Conversations or other systems?

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  • Prakruti Hindia
    Zendesk Product Manager

    I have dropped an update on support for external id here  - https://support.zendesk.com/hc/en-us/articles/4411666638746/comments/4757384246042.

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