Hey Eric,

If you haven't already turned this feature on, I recommend for you to enable the Pre-Chat form for Chat. It will force the customer to input their name and a question prior to being able to chat with you and do 2 things for the agent:

1. The agent will know the customer's name

2. The agent will already know what the convo is about from the question the customer has submitted to start the chat.

You can find the steps on how to enable this feature in Chat here.

Enabling the pre-chat form on the Chat widget

Hopefully, this solves the problem you're having here. :)

Best,

Amie