How to Configure Messenger Automatic Sign-In (SSO) - Appv5 Knowledge
What's in this article?
What is Automatic Sign-In in Messenger?
When you use Messenger inside an application that has already authenticated your customer, you should not need to ask them for their email address again just to get help or start a chat. That is where automatic sign-in (also called customer matching) comes in. Because you have already authenticated the customer for the session, you can pass that identification to Messenger and automatically sign the customer in, enabling faster and more personalized experiences.
With automatic sign-in configured, your customer can begin a chat without filling out any additional information. That chat will automatically attach to the correct Customer and Contact inside CXMEngine when it enters your queue. You can also leverage Virtual Assistants to provide personalized support without prompting the customer for identifying information.
How to Configure Automatic Sign-In for Messenger
Setting up automatic sign-in is straightforward using the OvationMessenger.identifyUser() function. When Messenger first loads inside your application, pass the user's identifying credentials to Messenger to automatically authenticate them. The following describes the expected flow:
- The Messenger application starts up when your application loads (for example, at
www.partner-app.com/login). Messenger is now visible, but no user has been identified yet. - Once the user logs into your application, call the
identifyUserfunction — for example,OvationMessenger.identifyUser({email: '[user email address]'}). - When the next screen loads, Messenger will have the user identification included and the user will no longer need to enter identifying information to begin a live chat.
To identify your customer, pass an email address (required), phone number (optional), and first name (optional). If no matches are found, the user will not be authenticated and will be prompted for their email (required), name (optional), and phone number (optional) when they begin a chat conversation. If more than one match is found, CXMEngine will match to the first Customer and Contact found.
API Information and Example Code
| API | Description | Parameters |
|---|---|---|
OvationMessenger.identifyUser(User) |
Pass a user's identifying credentials to Messenger when it first loads to automatically authenticate the user. If no matches are found, the user will not be authenticated and will be asked for their email (required), name (optional), and phone number (optional) to begin a chat conversation. | User[Object] — An object containing the information used to identify the customer. Include only the properties you have available.<br>OvationMessenger.identifyUser({<br> email: 'customer@domain.com',<br> phone: '415-690-1610',<br> firstName: 'Alan',<br>})<br> |
Frequently Asked Questions
Do I need to update my installed Messenger code snippet?
No. You do not need to update the code snippet used to install Messenger. Simply make a call to OvationMessenger.identifyUser() after the user has logged into your application.
How does customer matching interact with cookies?
If you use the OvationMessenger.identifyUser() call to match your customers, this will override any sessions saved in cookies.
What customer information does it match against?
The .identifyUser() function matches the user's information against the Contact data in your CXMEngine instance. Contacts are children of Locations and Customers, so a successful match will automatically associate with the correct Location and Customer.