Question
Why is the visitor URL missing from the Zendesk Chat transcripts or offline messages?
Answer
The visitor URL may not appear on the Chat transcriptions or offline message in the scenarios below:
- The end user uses a direct Chat link that opens Chat on a separate web browser tab.
- The end user opens Chat in the widget and selects the pop-out option, but then waits for more than 15 minutes to request a chat.
For more information o chats time out, see the article: When do chats time out?
2 comments
Rositsa Pavlova
Hi,
I am currently using the URL as a trigger to change the Brand in a ticket. As outlined in this article however, the URL might be missing sometimes. I was wondering if anyone will be familiar if there is any way to use the ‘Visitor path’ information as an alternative in this case?
Does anyone know if webhook and trigger can be used to achieve this and set Brand, based on the Visitor Path?
Regards,
Rose
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William Carr
Hey,
Question on this topic. We use a 3rd part chatbot. We seem to have URL information for most chats, but some are blank and show as “Direct traffic”. The majority of the missing ones are from Safari and previous IOS versions. Could this be caused by “Do not track” or any cookie settings from users? Or any other theories on why the data might be missing or shielded?
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