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Unable to get customer email id in Live chat

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Bala chandar

Publicado 28 jun 2023

I have enabled Live chat but the chat ticket captures only visitor id, how to make the chat to auto populate the email id when a customer opens a chat. As of now we manually get the customer email and update in the requester id. But we don't want to do this, can this be done automatically is there any way ? Your help is much appreciated 

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    Jahn

    Zendesk LuminaryCommunity Moderator

    Hi balachandar - that's actually the expected behavior that customer will just reflect as visitor in the live chat.

    There are 2 options on how you will be able to capture their details:
    1. You need to enable pre-chat form. 
        -Chat>Settings>Widget>Forms 
        -This option does not require developer help
    2. You can configure your widget to authenticate visitors on every page load using a new Javascript API and JWT token.
        -Article: https://support.zendesk.com/hc/en-us/articles/4408836328346-Enabling-authenticated- visitors-in-the-Chat-widget 
        -This option require dev team. 

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