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Zendesk Chat SDK for iOS loses visitor information when agents are offline

  • October 16, 2024
  • 2 replies
  • 0 views
Vandad

Hello

 

When using Zendesk Chat SDK “Zendesk-SDK/5.0.3 iOS/17.5.1 Variant/Chat”, and feeding it a valid authenticator, we've noticed that when a chat is started while all agents are offline, the message sent by the user becomes pretty much anonymous, with no email attached to the user info in the ticket that is created.

 

The token that comes back from our authenticator contains the user's email, so I am 100% certain about that as confirmed by decomposing the returned JWT.

 

However, if agents are online, the user is marked as verified and email is attached to the ticket.

 

Is this a bug in the Chat SDK for iOS?

 

Thank you

    2 replies

    Vandad
    • Vandad
    • Author
    • October 18, 2024

    Any help on this please?

    Greg29
    • Greg29
    • October 21, 2024

    Hi again Vandad! Just saw that this was a separate issue, so apologies for missing this previously. This can happen if you use triggers to send a pre-chat message to the user when agents are offline. Take a look at this article to see if that's what you have going on here. If not, let me know and we'll keep investigating.

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