Hello Team,
As per our requirement we need to send some User details in tags. So we are leveraging addTags API like $zopim.livechat.addTags("TestData1", "TestData2"), along with
$zopim.livechat.setName and
$zopim.livechat.setEmail.
Both setName and setEmail are working fine in both modes but addTags only works when our support representative is available i.e. in Online mode.
This works fine in Online mode but in offline mode tag details not populating. Our support representative can only see web_widget in tags textbox/input field.
Is there any setting we are missing in our account? Or
Is there different approach/way to send tag details for offline mode?
Any help would be appreciated.
Thank you.
Regards,
Shardul Arun Pathak
At the moment it's not possible to add chat tags to offline forms since those are not considered chats by the system-they are considered tickets. As the API command indicates, chat tags can only be applied to live chats.
As an alternative, you could create a chat trigger for this, similar to: https://support.zendesk.com/hc/en-us/articles/4409154775066-Recipe-Tag-offline-chats-to-show-what-webpage-they-were-submitted-from