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Make it easier to find the customer who interacted with messenger/bot but did not make it to agent handoff/ticket by surfacing Support User ID, or external_id



Posted Jan 14, 2025

When looking through the conversation histories, I sometimes find people who never made it to the step to speak to a human / agent hand off and so there is no ticket made.

 

There is in info button (i) above the chat history where I can see a UserId and ConversationId but the user ID is a UUID, it's not the Zendesk Support Id, which is expected because not all chats are from logged in/identified users.

 

However, many chats are logged in/Identified users and I wish I could have someone going through chats on a daily basis to find people who did ask a question, got the ‘I’m sorry I didn't get that can you ask again" then the user bails, but I can see their question in the transcript anyway.

These are logged in users, who are identified ( I know this because I have a different flow for logged out users). 

It would be ideal to surface alongside the MessengerUserID and ConversationId the external_id that was passed in via the JWT:

zE('messenger', 'loginUser', function (callback) {

callback(response.data.token)

})

Or even more convenient would be the Support User ID that the external_id is associated to. 


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image avatar

Shawna James

Community Product Feedback Specialist

Hey Jason,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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