Identify contacts with no user accounts

Looking to gather more details about your visitors before engaging a live chat with them but don’t have any corresponding user account on your site? Thanks to this documentation page, you’ll now learn how to collect more data about your visitors with the help of Prechat Questions.

Knowing if a visitor is a customer or not

In the video, the first thing you see is that a message is automatically sent to a visitor when they open your chatbox. It asks them whether or not they are a customer. According to the answer, the message is directed to a specified team/team member(s), and the answer (whether they are a customer or not) will be mentioned at the top of the conversation in your Xeno account.

To set up your questions, follow these steps:

• Xeno Account
• Routing
• Topics
• Create a new Topic (Topic name = “Already a customer”)
• Save 

Obtaining a user’s email address

In the Xeno Account, you can add a Prechat Question that will ask every visitor clicking on your chatbox to enter their email address.

To create a Prechat Question, follow these steps:

• Xeno Account
• Triggered Messages
• Pre-chat questions
• Create your first prechat question
• Email asking question
• Create Prechat question

Manually retrieving more details about a known user

Once you have the visitor’s email address through a Prechat Question, you can search for it manually in your own database (in this case, the visitor’s email address acts as a unique identification parameter).