Hello, when our customer starts chatting as an unauthenticated (via Zendesk) user, our pre-chat form works as expected. It will immediately start by asking the user "Hi. What can we help you with today?" followed by asking the user for their email before connecting the user with one of our live agents. See screenshot below.

However, when the user is authenticated via Zendesk following the docs posted here: https://developer.zendesk.com/documentation/classic-web-widget-sdks/chat-sdk-v2/working-with-the-chat-sdk/enabling-authenticated-users-with-the-chat-sdk-/

and then the user opens the chat, the pre chat bot does not initiate the conversation, and users are left with a blank screen. When the user does initiate the conversation, it does connect with our Zendesk agent and conversation resumes. [See Screenshot below]

On our Android SDK however, our pre-chat bot behaves as expected, as the chat bot initiates the conversation with "What can I help you with".

Here's a snippet of our Swift code

let formConfiguration = ChatFormConfiguration(name: .required,

email: .required,

phoneNumber: .optional,

department: .required

)

self.chatConfiguration = ChatConfiguration()

self.chatConfiguration?.isPreChatFormEnabled = true

self.chatConfiguration?.preChatFormConfiguration = formConfiguration

Any help would be appreciated, thank you!