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iOS Pre-Chat bot not working for authenticated users
已于 2022年8月29日 发布
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!
0
2 条评论
Christopher Kennedy
This is actually expected behavior in cases where the department is already provided. Since the user is authenticated the pre chat form won't ask for user info, and there is no further info to capture once the department is provided. This is a slight difference in behavior between the Chat SDK for the two platforms.
0
Kevin Kim
however on Android, when users are authenticated, and they decide to chat with us via Zendesk, they will be greeted with a pre-chat message of "Hi, what can we help you with today?" We don't want our authenticated iOS users to be greeted with a blank screen when they open the Zendesk Chat. Is there anyone in the iOS developer team that can take a look at this?
0