Updated Visitor Info Not Showing in Zendesk Chat
Why doesn't updated visitor information show in Zendesk Agent Workspace during a chat?
Updated visitor information doesn't reflect in Zendesk Agent Workspace during a chat because changes are only applied before a chat starts or after it ends. If a visitor updates their information during a chat, it won't be reflected until the chat session is over.
For example, if a visitor changes their email to a new one, a new support user is created with that email after the chat ends. If the email already exists, the updated email is mapped to the existing user, but the name change is ignored unless manually updated in the user profile. For more details, check out theoriginal article.
More related questions
How does updating a visitor's email affect their profile in Zendesk Agent Workspace?
When a visitor updates their email during a chat, the effect depends on whether the new email already exists in Zendesk Agent Workspace. If it's a new email, a new support user is created after the chat ends. If the email already exists, the…
What happens if a visitor changes their name during a Zendesk chat?
If a visitor changes their name during a Zendesk chat, the new name will not be reflected in the Agent Workspace. Instead, a notification will appear in the user profile section. To save the new name, you need to manually edit the user profile in…
Why do agents see the old visitor information during a chat in Zendesk?
Agents see the old visitor information during a chat because updates are only applied after the chat ends. This means any changes made during the chat session won't be visible to the agent until the chat is concluded. For instance, if a visitor…
How can I ensure visitor information updates are reflected in Zendesk Agent Workspace?
To ensure visitor information updates are reflected in Zendesk Agent Workspace, make changes before starting a chat or after it ends. During a chat, updates won't be applied until the session concludes. For email updates, if the new email doesn't…
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