Client authentication

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If a customer reaches out through chat, you can decide if they will have to share their contact information before they can leave a message.

This can be useful if you have to get back to them later or if you want to get a better overview of their previous interactions with your support team. 

To access this feature, go to Administration> Website Widget> General and scroll down.

There are four authentication types:

  • No data required – client will appear as “visitor”
  • You provide information about client through code
  • Client provides information through form 
  • Client can optionally provide information through form
Various types of authentication

You can read more about each type below:

 

No data required – client will appear as “visitor”

If you select this option, customers will not be required to share contact information in order to message you. They will appear in the chat simply as “visitors”.

While visitors can decide to share information with you through chat, they will not be able to automatically request a transcript of the conversation or rate the chat. 

You provide information about client through code

If you have a webshop or a website where customers are required to create an account and log in, their account information will automatically be visible when they reach out via chat.

First, go to Administration – Website widget – General tab – “Client authentication type”  and select “You provide information about client through code”. 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. 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

If you select this client authentication type, your customers will only be able to see your chat widget once they have logged into your website / app. 

Client provides information through form 

Before they can initiate a conversation, customers are asked to enter their name and email address into the login form. Their contact details will be visible in the chat and they will be saved as a contact in the app. 

If you want to change the language of labels in the login form, please follow the instructions for full language customization.

Client can optionally provide information through form

Customers can proceed as guests or share their contact information, depending on their preferences. 

If you want to change the language of labels in the login form, please follow the instructions for full language customization.

Client authentication was last modified: January 16th, 2020 by Marija Šakić
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