Chat Visitor ID in Explore
AnsweredIt would be extremely useful to have a unique Visitor ID, which is tied to the individual user in chat, and can be used to associate a single user with multiple chat engagements.
This is important for our business as it would allow us to track the frequency and nature of requests from individual users regardless of the information that they choose to disclose. For example, users often opt not to provide a valid email address, which makes it difficult or even impossible to associate their multiple requests with one another.
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Hi Stephen, you can currently view past customer interactions in the Agent Workspace (AW) when their requests come in. However, across different channel interactions, their profiles will need to be proactively merged/updated to view a true unified view of all interactions. Learn more about the customer context panel on AW here: Viewing customer context in a ticket
We don't have any plans to make this available in Explore in the next year.To view the multiple interactions in the past in an aggregated format, you may consider using our Incremental APIs to export Chats.
The need to get a 360 view on your customers is valid, and we keep a lookout to similar requests on the forum when we are building our product roadmap.
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