Visitor identification issue

Developer Support APIs & Integrations
1

Hi, I’m trying to identify our Live Chat customers according to the tutorials provided on the site and even previous support questions. I’ve managed to get an identificationToken through our Private App, and the identificationEmail is also correctly set, but still the chat appears with an Unknown Visitor in the Inbox.

The chat box is sending its requests to "https://api-eu1.hubspot.com/livechat-public/v1/message/public?portalId=14…"

…with the correct parameters:

SKomjthy_1-1742839552377.png
SKomjthy_1-1742839552377.png296×130 17.3 KB

Am I missing any setting that is needed for the identification?

Thanks for any help here.

2

Hi @SKomjáthy! Welcome to the Community-- happy to have you here :blush:

@zaklein answered a similar post here: Visitor Identification API trouble. Maybe Zak or @Teun have some insight to share!

Best,

Kennedy

3

Hi, thanks for your reply.

I’ve read these articles and sadly they don’t seem to help.

I have the following code that seems to behave well (as I said the chat window has the correct parameters set):

window.hsConversationsSettings = window.hsConversationsSettings || {}
window.hsConversationsSettings.loadImmediately = false
// ...
let onConversationsAPIReady = () => {
 window.HubSpotConversations.widget.load();
}
// ...
window.hsConversationsSettings.identificationEmail = userData.emailwindow.hsConversationsSettings.identificationToken = userData.hubspot_token

if (window.HubSpotConversations) {
 onConversationsAPIReady();
} else {
 window.hsConversationsOnReady = [onConversationsAPIReady];
}
4

The Community offers valuable insights from subject matter experts, but for a more comprehensive consultation, consider connecting with a HubSpot Partner in the Solutions Directory. :blush: