Passing context information from web chat client


  • Used Zammad version: 4.1.x
  • Used Zammad installation type: package
  • Operating system: Ubuntu 20 / Windows (client)
  • Browser + version: Chrome

Expected behavior:

I can pass customer context data (eg. a username or email address from an SSO cookie) through the live web chat to the agent.

Actual behavior:

All live chats through Zammad are anonymous with only a URL or topic ID for context. There is no way to add a question form or pass cookie data to automatically link a chat with a user.

Steps to reproduce the behavior:

Set up a simple chat interface on a basic html page. Observe there is no obvious way to automate collection of user data.

Zammad offers a completely anonymous chat.
It does not allow to collect additional information up front.

If you believe this should be a core functionality, please create a feature request on this forum.

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