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Nico Bartolomeo

Joined Jun 24, 2022

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Last activity Jun 27, 2022

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Latest activity by Nico Bartolomeo

Nico Bartolomeo commented,

CommentAdditional ticket channels

Thanks Mike, we do have that set up — the issue above is with chat triggers specifically, and the best way to enter their information while already in a chat with them.

From the article:

If the chat is started by a proactive trigger, the pre-chat form requirement is bypassed and chats can be created without users having to fill in their name and email address

View comment · Posted Jun 27, 2022 · Nico Bartolomeo

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Nico Bartolomeo commented,

CommentAdditional ticket channels

Hey there! When we get chats that were prompted by a trigger we only see the user as 'Visitor' and a string of numbers.

When that happens we ask them for their name and email address, so we can log their support cases against their account. In the old chat views, there were two fields where you could quickly set their name and email address while still in the chat.

That's not an option anymore in the workspace, I take it because the chat is already technically a ticket?

However changing someone from 'Visitor12345' to their name/email is a bit more cumbersome as you need to go to their profile, change the name and add the contact there. Also, it doesn't let you add an email contact to that user if one with that email already exists, so I'm not sure what the correct thing to do is in that case. 

Any plans of adding a feature similar to the one that used to be available in the chat view? Or is there already a better way to do this that I'm not aware of?

Let me know if any of that is unclear, and thanks for your help!

View comment · Edited Jun 24, 2022 · Nico Bartolomeo

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