Why are customer details and 30 day history hidden during Web Messaging chats?

When receiving a Web Messaging conversation from an anonymous or unauthenticated website visitor, Mediabriz adapts the home panel to reflect that personal identification is unavailable.

1. Why Is Customer Information Missing?

• Web Visitor Display: The header displays Web Visitor instead of a customer name, email, or phone number because the user is browsing anonymously.

• No Other Conversations list: The button that opens the Other Conversations list is automatically hidden because past interactions cannot be linked to an unidentified visitor.

2. What Information & Actions Are Still Available?

Even without customer identification, you can still use the home panel to:

• Check Message Recency: View when the last message was sent in the current conversation (Last message X hours/days ago).

• View Full Conversation History: Click Messages (Full history) at the bottom of the panel to access the complete timeline of the active chat.

• Access Media Files: Click the Media button to view and download all files and images shared during the conversation.

3. When an external tag is set

If your organization has turned on Include conversations with the same external tag and your flow sets an external tag on the web chat (for example a case number the visitor entered), the Overview can show other conversations from the last 30 days with the same tag, even though the visitor is anonymous. They are marked with an External tag label. The customer details stay hidden, because the visitor is still not identified. For how to turn the setting on, see How can I identify a customer and view their previous conversations?.