When you configure the Chat widget to use authenticated visitors, you get the following benefits:
Ability to have higher confidence and security that the visitor/customer you or your agents are talking to is the real deal
Support for cross device/browser identification. The visitor can be viewed as the same person if or when they choose to use a different device or browser when the custom ID is specified in the authentication call.
To configure your widget for visitor authentication, you need to Generate a Project Shared Secret. Only Chat administrators can configure visitor authentication settings. Once you have generated the shared secret, use it to create a JWT token that you'll add to your Web Widget snippet.
To create a JWT token:
1) Construct a server-side payload of data for the JWT token. Your token needs to be dynamically generated from the server-side on page load. Please follow this guide to Create a JWT Token.
2) Set the Tiledesk widget property autoStart to false.
See an example here.
A few things are updated in the Chat dashboard when an agent starts chatting with an authenticated visitor.
First, the agent will be able to tell the visitor is authenticated by the authenticated checkmark overlay on the visitor's avatar.