Handling Chats Without Customer Info - Frequently asked questions
Frequently asked questions
Why do I receive chats without customer contact information?
Chats without customer contact information occur when a proactive trigger initiates the chat. If a chat is started by a proactive trigger, the pre-chat form requirement is bypassed, allowing the customer to be placed in the queue without entering…
How can I identify chats initiated by proactive triggers?
Chats initiated by proactive triggers can be identified by the first message in the chat transcript. This message will be from the proactive trigger, not the end user. To see which triggers are set up, go to the Chat dashboard, select Settings,…
What happens if a customer replies to an expired chat session?
If a customer replies to an expired chat session initiated by a proactive trigger, a new chat is created without the visitor's name and email address. In these cases, there is no indication that the proactive trigger fired previously, and the first…
Why does the pre-chat form not appear after a session timeout?
The pre-chat form may not appear if a visitor's session times out but the chat window or tab remains open. If the customer reconnects to the widget to send a new message, the pre-chat form is not automatically presented. To ensure the pre-chat…
Can agents end a chat session in Zendesk?
Agents cannot terminate a chat session in Zendesk; only end users can do so. However, if you're using the Chat Mobile SDK, ending a chat by an agent will end the session. For more information on chat session timeouts, see the article: When do…
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