We used a JWT authentication method to open an authenticated web widget
Everything works correctly with the chat, the agent receives the info necessary, but when trying the voice call, the agent is receiving unknown caller.
We debugged the issue and found an API call to this endpoint https://yocripto.zendesk.com/api/v2/channels/talk_embeddables/web/access_token
where a jwt token is being received that says identity: caller_unknown. How can we authenticate the voice call inside the web widget that has already been authenticated by a JWT token?
Unfortunately the ability to authenticate the call with an existing JWT token isn't possible at this time. I know that the product team was working on this, I'd suggest keeping an eye on our announcements page so that you can participate in the beta when released.