Messaging within Zendesk Help Center doesn't recognize Signed in Users

In the Zopim Chat, when an End User is signed into the Help Center, Chat recognized this.  We are using Messaging on the Zendesk Help Center and it does not recognize the End user, so we have to request their name and email. 

Due to it not recognizing the End User, when they Message with us, if they close out their browser (for any reason) they can not get back to that message and it causes them to open a new messaging window. 

As the Agents have no way of knowing that the End User has closed their browser and can no longer see the messages, we've had to put in a fail safe to put the messaging ticket in pending if end user is inactive for more than 10 min.  But until the messaging ticket is put into pending, the end user can't even go to their activities and look for a ticket. 

This is a horrible experience for end users and causes customer dissatisfaction.  

This really needs to be addressed, especially as we're using it only on the Zendesk Help Center.