Effect of Blank Fields in Zendesk Pre-Chat Form
What happens if a customer leaves fields blank in the pre-chat form?
If a customer leaves fields blank in the pre-chat form, these fields are not considered mismatches and will not trigger the warning banner. Only fields with discrepancies between the pre-chat form and the existing user profile will cause the banner to appear.
To prevent potential issues, you can require customers to fill out all fields before submitting the form. Additionally, if the name field is left blank, it is automatically filled with a randomly-generated name in the Agent Workspace, which is not considered a mismatch.
More related questions
What triggers the warning banner in Zendesk's customer context panel?
The warning banner in Zendesk's customer context panel is triggered when there is a mismatch between the information provided in a pre-chat form and the existing user profile. Specifically, this occurs when a returning customer, whether…
How can agents resolve information conflicts in Zendesk?
Agents can resolve information conflicts in Zendesk by updating the customer's profile to match the information in the warning banner. This can be done directly from the Agent Workspace by clicking the Edit icon in the customer context panel and…
Does the warning banner affect customer accounts in Zendesk?
No, the warning banner in Zendesk does not affect customer accounts or profile information. It is purely informational and serves to alert agents to discrepancies between pre-chat form data and existing user profiles. The presence of the banner…
When does the warning banner disappear in Zendesk?
The warning banner in Zendesk disappears once the information conflict is resolved. This can happen in two ways: either the agent updates the customer's profile to match the information in the banner, or the customer updates their information in…
Is the information in the Zendesk warning banner dynamic?
Yes, the information in the Zendesk warning banner is dynamic. If a customer updates their contact details in the chat widget, the details displayed in the alert are also updated. If the updated data matches their profile information, the alert…
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