We've implemented the chat tool in our app using the chat sdk, and we have some info about the user that we want to display to the agent while they are chatting. this is a very basic demand to know your customer while you chat with him. The problem is that we are unable to transfer metadata from the chat to the support ticket while the chat is live. the only way to do it is using tags which is not a solution here.
The data only comes after the chat is closed, and even then it is not attached to the support ticket (as a note for example) but is only accessible through the chat tool.
Is there another way to get this important user info when the chat starts?
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