How can I ensure the privacy of unauthenticated customers who use the Web Widget on a shared browser?

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.