More Zendesk customers are choosing to embed the widget and offer chat within their web application (where the user is already logged in) like their business' website and/or mobile app.
This provides new opportunities to enhance the experience through the widget for your customers, including showing them past conversations so they can easily reference information an agent sent to them in a previous session and have that information accessible across multiple devices. This removes the need for them to ask your agents to send old transcripts if they need to reference something from a previous conversation.
With the ability to authenticate visitors on the widget, you get the following benefits:
- High confidence and security that the visitor/customer you are talking to is the real deal
- Support for cross-domain traffic, if you are embedding the widget on multiple domains or link to externally hosted services
- Support for cross-device/browser identification - Visitors/customers will be viewed as a single entity to your agent, even if they change devices or browsers.
Another benefit worth mentioning is the authenticated visitor now has the ability to start the chat on one device and continue the chat session on another device (if they are authenticated on both devices).
Conversation history in Chat Widget & Web SDK
Having higher confidence in the identity of the visitor allows us to build new features, like the ability to show past chat conversations in the widget.
If your visitor is authenticated, they can now reference any past chat associated with them by scrolling up in the chat log to load the next batch of past messages.
How it works
Chat Standalone Widget
If you are using the Chat standalone widget, you will need to follow the instructions on this page to authenticate visitors.
The API docs are also available here.
To get authenticated visitor support on the Web Widget, you will need to be part of the new Integrated Chat experience EAP. If you are not part of the EAP, you can learn more and register for it here.
If you are using the Web Widget with the EAP turned on, you will need to follow the instructions on this page to authenticate visitors.
Note: The shared secret for Chat is different from the one used for the Web Widget to enable restricted help center content.
If you have built a custom widget using the Web SDK and want to authenticate visitors, you will need to make sure you are using the latest version of the Web SDK (v1.5) and follow the integration instructions here.
Once you have authenticated visitors, you can use the 'fetchChatHistory' API to get previous Chat conversations.
All customers on a Chat paid plan are eligible to use authenticated visitors.
As this feature requires some front-end development, it is recommended to be comfortable with changing code on your website/web app or have access to developers who can help you implement the changes.
Note: The ability to authenticate visitors and show conversation history is not currently available on the Android/iOS Chat Mobile SDKs
Have questions or feedback?
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