Hey Jen,

Frankly - it's a mess 😅

We're using the SFDC ID as the external field which for some reason ends up getting populated as the Web User ID (but doesn't get recognized as the external ID or tied to the existing user) - screenshot below.

This is good news because at least we *can* actually then merge the user with the existing user by searching for this ID -- so It really only affects the agents the first time the user chats in. For subsequent chats once they're merged, the original user is now the one that pops up. Great.

The issue is now the bot behavior is EXTREMELY wonky! It is quite unclear when the bot starts the convo vs when it doesn't and what messages happen if you're within business hours or not. Some of the bugginess gets resolved if you open the chat in a new window or refresh -- but of course this is not a great look for our users. This is now our biggest issue since the email issue above can be "hacked" around and dealt with internally while this is just a terrible experience for our end users...

I'm also awaiting a response from the support team so will comment on here once I hear back!