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Suppress Enter Name prompt when initiating chat via API

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.

  • Guest
  • Jul 26 2017
  • Already exists
  • Nov 30, 2017

    Admin response

    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. 

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  • Guest commented
    29 Mar, 2019 08:53am

    Same problem here with Web-Chat call from ITSM where we already have the username. It is possible from the Bomgar full client, but we need it from the webclient!