Question
How can I ensure the privacy of unauthenticated customers who use the Zendesk messaging Web Widget on a shared browser in the Agent Workspace?
Answer
What happens when customers use a shared browser today?
On the common browser, if user A starts a conversation using email A and name A, Zendesk creates a ticket with user A as requester A.
Subsequently, if user B starts a chat on the same browser with email B and name B, Zendesk creates a new ticket and attributes it back to user A due to the persistent nature of messaging.
How can I prevent this from happening?
To prevent this from happening, customers with a shared browser setup should use the incognito mode on their browsers when initiating a message on the Web Widget. Alternatively, visitors can clear their cookies after they are done with the conversation.
If you are currently on messaging and have a setup where it is common for users to share a browser, you can set the Web Widget to Forget history. This setting ensures that conversation starts fresh every time a customer initiates a conversation. That this means that previous conversations will not persist across the Web Widget and messaging channels.
For more information, see this article: About messaging.
6 Comments
Hi,
Can I set forget history for iOS and Android?
Forgetting the history feature is not available yet on the iOS and Android channels because that is exactly the whole purpose of Messaging. To be both synchronous at asynchronous at the same time and conversations to be present at all times and any devices. The workaround for now is to create a trigger that will close Messaging tickets so it starts fresh. I hope this helps! Thank you.
Hi Gabriel,
We had configured a trigger to close the ticket after it is set to solved. Unfortunately we still see the history in the messaging.
We are using version 2.3.0 of the SDK for both iOS and Android.
It seems that this is a current limitation in iOS and Android. The option for Forget History is available in the messaging widget only and does not apply to iOS and Android.
For reference, please see this article: Mobile limitations
Thanks,
Hi Gabriel,
I think the mobile limitations only mention that the history is limited to last 100 message.
Conversation history :The conversation history is limited to the last 100 messages.
For each new ticket, we do not want to show the messages of previous tickets. As per your comment previously, closing the ticket should start the conversation fresh. Would like to check if this was a misunderstanding and current behavior will still show messages from previous tickets?
The workaround for now is to create a trigger that will close Messaging tickets so it starts fresh. I hope this helps! Thank you.
Upon confirming, this is not natively possible as this feature is only available to the Web version of the Messaging Widget, but not the SDK. This feature was released with the idea of protecting users that are sharing browsers with other users.
I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
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