We are currently integrating only the Bomgar Chat feature of Bomgar Remote Support with our Cherwell Service Management. We are using Bomgar API to initiate chat conversations from our Cherwell Portal and Cherwell Rich Client. Users must authenticate to Cherwell prior to seeing the option to initiate a Bomgar chat session, therefore we know who the user is and are passing user identification information to Bomgar for the technician to see.
Unfortunately, the user receives a prompt “Please enter your name”. We were told by a Bomgar technician there is not a way to eliminate the prompt when intimating chat requests via the Bomgar API. We would like to see an option to suppress this prompt. The user would be required to enter their name.
Please see API guide where customer.name can be a parameter for a session initiated using Click to Click. When the customer.name field is specified, the end user is no longer prompted to enter their name.