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User Identification in messaging
Answered
Posted Nov 18, 2021
We're looking to auto-populate a customer's name & email based on their login information within Zendesk Messaging. Zendesk legacy chat has a function where we'd just call from the code, passing it all the login data so that the user doesn't have to manually input this every time they start a chat. We're wondering if there is something equivalent to zE('webWidget', 'identify') and zE('webWidget', 'logout') supported in the new Zendesk Messaging?
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13
13 comments
Christopher Kennedy
It is not possible at this time. But we are working to add authentication functionality to the web widget for Messaging, which will allow you to accomplish this.
Best,
-1
Bernd Naehler
Christopher Kennedy Any updates on this essential feature?
It is a bit annoying for logged in users that already use their email to log in to our service to need to fill it in again, when they want to get in contact.
6
Raphaël Péguet - Officers.fr
+1
1
Glenn Bickford
+1
1
Rick
+1
0
Glenn Bickford
Guys, do you have a roadmap or timeline on when we can expect this functionality to become generally available?
0
Glenn Bickford
So we found the best way to do this was to keep using the user related API's here..
So on each sign-up we create a user in Zendesk.
https://developer.zendesk.com/api-reference/ticketing/introduction/
and then use the authentication API for messenger to generate a token on login.
https://developer.zendesk.com/api-reference/widget-messaging/web/authentication/
Zendesk then ties the incoming chat with this user based on the external id.
0
Rafa D.
Hi Glenn,
Could you please elaborate a bit more on how we can use the token for this?
I did some tests but they were unsuccessful.
Thanks!
0
David Lemarcis
Hello,
Any update here?
This feature is a essential, how is it possible to not have it?
Is there any workaround maybe?
Thanks!
1
David Orr
It's been "coming" since November 2021 and no update since but I'm a chancer so here goes.....
Any update on this? It's rather fundamental in switching from live chat that we're able to keep core functionality. Like say knowing whose messaging us? I noticed an article saying uptake on omnichannel has dropped 10% in the last year. How much of that is down to the fact your classic widget offers better integration than messenger?
2
Iryna Haida
As we are forced to switch to messaging now, this feature is crucial. Is there any progress with it?
0
Божко Євгеній
Still no feature?
1
Shawna James
-2