Why is the visitor URL missing from the Zendesk Chat transcripts or offline messages?
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?