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Associating unauthenticated chat and messaging with an end user
Posted Nov 05, 2024
Using an incognito window, I created a messaging conversation, and when prompted gave the email address of a known end user. I understand that it is an agent responsibility to be critical of who is chatting if they're not authenticated, but it doesn't line up that way on the backend. When they provide that email address, it gets added automatically, without verification to their interaction/ticket history by the system.
It seems like this means that false records can be created and attributed to an end user without their knowledge. Is there a way of separating known interactions or ones that are verified in some way (ie via email) from ones that aren't?
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Elaine
Thank you for bringing up this important issue. I completely understand your concern regarding the potential for false records to be created when an end user interacts without proper authentication.
Currently, the system automatically links the provided email address to the conversation, which can create confusion if there’s no verification process in place. To better distinguish between known interactions and unverified ones, you might consider implementing additional authentication measures, such as requiring users to log in before starting a chat or adding a verification step during the interaction.
For more information on how to set up user authentication for messaging, please refer to this article: Setting Up User Authentication for Messaging.
If you have any further questions or suggestions, feel free to reach out!
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