Enabling authenticated visitors

Require Widget Javascript API v2


You can configure your widget to authenticate visitors using the Javascript API and JWT token.

When you configure the Chat widget to use authenticated visitors, you get the following benefits:

Generating a Chat shared secret

To configure your widget for visitor authentication, you need a shared secret. A shared secret is a security setting, intended to be generated, copied, and pasted into a communication with your engineering team, or directly into your codebase, in a single sitting. It should not be entered into a browser.

Only Chat administrators can configure visitor authentication settings.

To generate the shared secret required for authenticated visitors

Note:The shared secret is intended to remain secure. As a result, it will only appear in full one time. If you don’t have access to the shared secret and need the full secret to create your token, you can reset the secret by clicking the 'Generate' button. Regenerating a new shared secret will revoke the previous token. If you have concerns the shared secret has been compromised, you should regenerate a new one. If you need to rotate the keys, you should schedule it when Chat is offline because regenerating the secret cause visitors to be disconnected from the widget.

Once you have generated the shared secret, use it to create a JWT token (Learn more about JWT) that you'll add to your Web Widget snippet.

Creating a JWT token

To create a JWT token and add the code to the Chat snippet

1) Construct a server-side payload of data for the JWT token. This needs to have the following information:

2) Use the code samples below to generate the server side JWT token .

3) Use the window.tiledesk.signInWithCustomToken Javascript API to provide a function which supplies a fresh JWT every time it is invoked. Below is a code example:



window.tiledesk.signInWithCustomToken("JWT 12345678...");

Generate JWT Token Server Side

Your token needs to be dynamically generated from the server-side on page load. Find the template below that fits your language needs. Customize the sample as needed, making sure to replace the #{details} with your own information.

If none of these samples match your needs, JWT has a more extensive list of JWT libraries to explore.


Install jsonwebtoken:

npm install jsonwebtoken --save-dev

Then, generate a token using the shared secret:

var jwt = require('jsonwebtoken'); 
var payload = {
  name: '#{customerName}',
  email: '#{customerEmail}',
  iat: #{timestamp},
  exp: #{timestamp+expiration time},
  external_id: '#{externalId}'
var token = jwt.sign(payload, '#{yourSecret}');


Download PHP-JWT:

composer require firebase/php-jwt

Generate a token using the shared secret:

use \Firebase\JWT\JWT;
$payload = {
  'name' => '#{customerName}' ,
  'email' => '#{customerEmail}',
  'iat' => #{timestamp},
  'exp'=> #{timestamp+expiration time},
  'external_id' => '#{externalId}'
$token = JWT::encode($payload, '#{yourSecret}');

About the agent experience with authenticated visitors

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.