View Past Chats in Web Widget Classic - Frequently asked questions
Frequently asked questions
How can visitors view past chat conversations in Zendesk Web Widget (Classic)?
Visitors can view past chat conversations in the Zendesk Web Widget (Classic) if they are authenticated. This feature allows site visitors to easily refer back to previous chat sessions without needing to search through their email for chat…
What happens if a visitor uses different devices to access the Zendesk Web Widget?
If a visitor accesses the Zendesk Web Widget from different devices, past chat conversations will not be available unless the visitor is authenticated. Authentication ensures that the chat history is tied to the visitor's identity rather than the…
How does the pre-chat form affect chat history visibility in Zendesk?
The pre-chat form in Zendesk does not show past chat history unless the visitor is authenticated. If two different people enter the same email address in the pre-chat form without authentication, they will be treated as separate visitors, and past…
Can chat history be restricted in Zendesk Web Widget with custom authentication?
By default, chat history is available to JWT authenticated visitors in Zendesk Web Widget. However, if you want to restrict chat history even with custom authentication, you would need to build a custom widget using the Web SDK. This customization…
What should I do if my users can't see past chat conversations in Zendesk?
If your users are unable to see past chat conversations in Zendesk, ensure that visitor authentication is correctly set up. This feature is necessary for users to access their chat history. You can test the setup by assuming the end user's role…
How does Zendesk handle chat tickets with the same email address in Agent Workspace?
In Zendesk, chat tickets are tied to the end-user identity in Support, which is separate from the Chat end-user identity. If a non-authenticated visitor enters the same email address on different devices, the ticket will be associated with the…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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