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chat always comes through as anonymous despite email, names etc. on the chat launch page

Accepted answer
edited May 3, 2017 1:01AM in Communication Channels 15 comments


Hi there,

Recently, I have come across this very weird issue where no matter what, the chat request from the chat launch page always come across as anonymous.

On the chat launch page, I have some basic fields for user to fill:

<rn:widget path="input/FormInput" label_input="Email Address" name="Contact.Emails.PRIMARY.Address" required="true" />
<rn:widget path="input/ContactNameInput" required="true" />
<rn:widget path="chat/ChatLaunchButton" label_button="Submit Request" error_location="rn_ErrorLocation" />

Upon fill in the form and click submit request button, chat request comes through to agent desktop but neither email nor name is captured and thus system defaults to anonymous@anonymous.invalid

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