Chat: apply tags to end user in Support (not only to one chat session)Answered
Feature Request Summary:
Chat triggers should allow me to use user tags in conditions or actions.
I have a user tag indicating that the user is an "administrator" role on our B2B SaaS product. I could use that user tag to trigger a specific proactive chat.
From a chat trigger, I want to add a user tag to indicate that I have sent that proactive chat to the user before. (This was one of my ideas after I found that I didn't have continuity of user over sessions, as requested here.)
Business impact of limitation or missing feature:
Our users are frequent repeat visitors, but chats seem to be made for new or infrequent end users, so it doesn't address our specific needs.
The best way to achieve what you're looking for on Chat is to use authenticated visitors - this would allow you to identify your returning visitors and their past interactions. After which, you can set visitor tags (end user tags) by means of the available APIs (Web Widget (Classic), legacy Chat Widget) and set a trigger condition based on that to send a proactive message.
On that note, you can also consider transitioning to our Messaging solution, where it fits your use case for persistent conversations. The proactive messaging feature for the solution is currently scheduled to go live in H1 2023.
Hope this helps!
Thanks for the ideas. At first glance, authenticated visitors might be the best solution, but we're not likely to move that direction right now. I was looking for a solution that I could handle myself without involving my development team.
Messaging might be something for me to consider after proactive messaging is available.
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