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How do I set up the answer bot in the web widget to inherit authentication details?
Posted Feb 15, 2022
Feature request summary:
I want the answer bot in the web widget to inherit authentication details like user name/email so I can use Explore to pull data from the answer bot.
Description/Use Cases:
My company has set up the answer bot in the web widget so users can search for articles from our Help Center. Right now, we are using Explore to pull data from the answer bot to find out what search words our users are entering. This is one way for us to get customer feedback.
However, the answer bot + web widget is being used by both internal team members and external customers. Now, we’re experiencing an issue where we can’t differentiate who’s using the answer bot + web widget - internal or external users?
Would anyone have suggestions or workarounds to solve this issue?
Additional context: We have set up authentication in the web widget, where a user logs into the application that has the web widget to get access to our Help Center. For example, we have set up the web widget on Gmail. When users login to their Gmail accounts, they get access to the answer bot + web widget plus our Help Center. After reaching out to a Zendesk support agent, they confirmed that the answer bot still doesn’t inherit the authentication details (i.e. show their user name/email) even if they were logged in to the Help Center directly.
Business impact of limitation or missing feature:
This is critical for our business because we want to act on data from Explore (e.g. schedule user interviews with specific customers about our product).
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Dave Dyson
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