We're all forced to use Zendesk Messaging now that we're on Agent Interface and the client city / IP / location isn't available anymore.
Is there any way to use zafClient to "get" this information considering that chats are all launched through the web-widget or is it passed on the Zendesk support API in any way?
You're really limiting the functionality we have in Zendesk and I'll be looking for a different solution if I cant get this.
Thanks for the response. I understand the requirement around user privacy but this is also to be balanced with user need - offering the right service for clients from specific locations.
There are also options to prompt the client to share location information.
The move to the Agent interface was compulsory and we had no clear notice of moving chat to messenger dropping a lot of the functionality and features but we're still paying the same price for our suite. You've already had a very strong response on user dissatisfaction about this.
I've created a client profiling application that is significantly more useful than the customer context. The more info that I have about our users, the more I can tailor their experience
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Thank you for your inquiry. I must inform you that the infrastructure for Zendesk Messaging differs significantly from the traditional Zendesk Chat, resulting in the absence of immediate access to information such as the visitor's IP or geographic location during chat sessions. This modification aligns with industry-wide strides toward enhanced user privacy and altered methodologies for processing personal data within web applications.
Regrettably, the capabilities provided by the Zendesk App Framework (ZAF) client—referred to as
zafClient—do not extend to the direct acquisition of a chat visitor's geolocation or IP details through the chat widget. WhilezafClientdoes allow for the retrieval of specific attributes pertaining to tickets, users, and organizations, it does not encompass the facility to directly fetch IP or location data linked to ongoing chat interactions.I am able to share that our product development team has acknowledged the demand for such features, and plans are in place to introduce end user metadata, including location data, sometime within the current year. However, an exact launch date remains unspecified at this juncture. I recommend monitoring our announcements page closely for updates regarding new feature rollouts. I regret any inconvenience caused by this limitation, and I assure you that, as of now, no feasible workaround is available.