HubSpot Chat seems to display wrong user

[AnthonyOrta]

Anyone running into any issue with the visitor identification endpoint returning the wrong user when used with the HubSpot chat feature?
My company has been testing the feature out internally and we’ve noticed for some users the chat seems to be identifying them as the wrong user. For example, we have a chat bot set up where the user will receive an email at the end of the chat but we noticed that for some users seems to be identifying them as the wrong user/ wrong email.
I have verified that we are passing in the correct user email to the visitor identification endpoint but I guess the identification token must be wrong since the chat seems to be assigned to the wrong user.

[Jaycee_Lewis]

Hey, @AnthonyOrta 👋 Thanks for your question. It's tough to say without more info or being able to reproduce the issue live. But I do have a few troubleshooting suggestions you can try:

• If multiple users are using the same device or browser without clearing cookies, the chat might associate the current visitor with a previous visitor’s token
• Make sure you’re passing the correct email, and that the call to the endpoint happens at the right moment — before the chat session begins. Double-check that the `identificationEmail` value isn’t cached or retained from a previous session
• Try refreshing the token by clearing the session or re-initializing the chat when users log out or change accounts
• If you’re testing internally, ensure that no one is sharing the same browser session
• Check the network requests to ensure the identification API is being triggered correctly

Thanks for the additional information! — Jaycee