When help center authentication for messaging is turned on, the Web Widget automatically uses the identity of end users who are signed in to the help center. In this case, the user's messaging interactions in the Web Widget automatically adopt the user's logged-in identity, and the user's name and email can be shared with bots and agents that engage with the user.
For more information, see Understanding user authentication for messaging.
Requirement and considerations for using help center authentication for messaging
Consider the following requirements and limitations before turning on help center authentication for messaging.
Requirements
- Zendesk Agent Workspace is activated.
- You're using the Web Widget for messaging.
- You're using the improved messaging backend.
Limitations
- An admin must turn on help center authentication for the web widget.
- To use help center authentication with the AI Agents Advanced add-on, some custom integrations are required.
- Help center authentication can't be used for accounts with the advanced encryption add-on.
- Legacy AI agent flows don't populate the user's email into the
system.user.email
variable. - The Voice API call button isn't supported.
- An authenticated user's data is synchronized with Sunshine Conversations only when the user logs in to the help center and the web widget is initialized. Additional API-level integrations may be necessary to keep your Sunshine Conversation user data in sync.
Turning on help center authentication
Help center authentication is configured as a Web Widget setting. For most existing Web Widgets, help center authentication is off by default. However, if you configure a new Web Widget, the setting is on by default.
- Access your Web Widget settings in Admin Center.
- Click the Installation tab.
- Under Add to help center, select Turn on help center authentication.
Turning off help center authentication
- Access your Web Widget settings in Admin Center.
- Click the Installation tab.
- Under Add to help center, deselect Turn on help center authentication.