Client authentication

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Simply put, client authentication types define if and how your customers share their contact information before they can start a new chat with your team. You can select a different setting for each widget your create, depending on the type of business you support, the average volume of chats, and other factors. Learn more about each type below! 

Which client authentication types can I choose from? 

When you create a new widget, one of the first things you will be asked to define is your default authentication type. Here you’ll be able to choose between the following four options: 

  1. No data required
  2. You provide information through code
  3. Client provides their information through a form
  4. Client can optionally provide their information through a form 

Here’s what that menu looks like in your Website widget > General tab

Various types of authentication

Image 1. Client authentication options 

What do these options mean and what does it look like on my site?

As you already know, these options define if your customers will be required to share their contact information before they can chat with your team. Here are a few more details about each of the four options and what they look like from a customer’s perspective!

No data required – client will appear as “visitor”

If you select this option, customers won’t have to share their details in the chat login form. Once they open a new chat, they will appear as “Visitors” in your dashboard. 

While visitors can subsequently share their contact information with your support team via chat, they will not be able to automatically request a transcript of the chat or rate it.  

As pictured below, this customer didn’t share any contact data with the support team on the other end, a new chat started without a login form.

No data required client authentication

Image 2. No data required client authentication type

You provide information about client through code

Use this option if you’re about to install a Paldesk widget on a private website or client portal, basically, any platform with restricted access and a login screen. This client authentication type helps you improve CX since our chat widget will automatically fetch your clients’ contact data from your existing login form. They won’t have to log in twice in order to start a new chat, and their contact information will be shared with your agents once they’ve opened a new chat.

Since this option includes a bit of additional coding, we’d suggest you leave it up to your webmaster. However, here’s a brief rundown of how it works. 

First, select this option in your client authentication settings, as shown in Image 1. In order to automatically retrieve your customer’s data once you have selected this option, you will need to update custom user data. 

To use custom_user_data, please add our code snippet directly to your website (without using plugins). After you programmatically obtain your user’s information, update custom_user_data by passing values dynamically to that custom_user_data object. Their account information will be automatically visible when they start chat if you use custom_user_data.

Custom user data code

Image 3. Custom user data 

If you select this client authentication type, your customers will only be able to see your chat widget once they have signed into your website login form. The chat window will look similar to the one in Image 2. 

Client provides information through form

Select this option if you would like your customers to log into your chat window before they start chatting with your team. Every time a customer shares their contact information through the widget, they will be recorded as a contact in your team’s account. You will be able to see and modify their information and access their conversation history in the app. 

Additionally, they will be able to request a chat transcript directly from the chat window and rate chats (if these options are enabled in your Widget administration). If you want to change the language of labels in the login form, please follow the instructions for full language customization.

Here’s what your chat window will look like if this option is enabled:

Chat login form in Paldesk

Image 4. Chat login form in Paldesk 

Client can optionally provide information through form

Finally, this client authentication type gives customers the choice between logging in and chatting as visitors. When they open a new chat, they can choose whether they would like to log in or continue as anonymous. If they opt for the latter, they can proceed as an anonymous visitor. However, the chat login form will remain visible in the chat window, in case they change their mind and decide to share their information after all. 

Here’s what that that looks like from a customer’s point of view:

Optionally through form client authentication

Image 5. Client can optionally log in through a form 

If you come across any issues, reach out to us via live chat at paldesk.com or email us at support@paldesk.com. We’ll be more than happy to help you set things up!

Client authentication was last modified: July 6th, 2020 by Marija Šakić
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