Triggers and email info

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  • Ramin Shokrizadeh
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    Hi Rene,

    When a trigger fires to send a proactive message, it will bypass the pre-chat form (where the visitor can enter their information, select a department).

    If you already have their information because they are logged in your website, you can look at setting the user information or authenticating them.

    You can learn more about authenticating here: https://chat.zendesk.com/hc/en-us/articles/360001771347-Conversation-history-authenticated-visitors-in-Chat-widget

    If you don't want to authenticate, you can also set the trigger to send a second message asking the visitor for their email address so the agent can get it by the time they pick the chat up.

    Thanks,

    Ramin

     

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