email address of the end user is not visible in Agent Workspace
When using messaging chat widget, there are currently limitations.
Not the email, nor any other data rather than the name from the JWT, is visible in Agent Workspace.
Please support this, it is crucial
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Hi Michael!
Thank you for reaching out!
We understand it is an important feature for customers and we are currently working on providing end user authentication support in messaging.
We currently surface the external id passed in the JWT in the authenticated badge in Agent Workspace
In early Q3 we will also be surfacing the authenticated external ids in the user profile
We will also be working on surfacing email passed in the JWT in the near future.
You can read more about it in this article
Hope this addresses your concerns!
Cheers,
Mei-E
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Has the issue with the customer's email address not being updated in their profile during a chat in the Agent Workspace been resolved or is that still a work in progress?
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When will the customer's email address be included in their profile during a chat in the Agent Workspace?
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Hi,
Thank you for reaching out !
Our team is still working on providing end user authentication support in messaging, we don't have an official roadmap to announce yet but we can confirm that our team is focusing on delivering this.
We recommend following our release notes to be sure to not miss any updates.
In the meantime we encourage the use of external ID to surface email address, you will find the complete dev documentation here.
Thanks in advance for your patience.
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