Returning browser visits
The widget stores a visitor identifier in browser storage and uses it to retrieve that visitor’s conversations. It also keeps the active conversation for the browser session. Clearing storage, switching browsers or using another device can start a new visitor session.
Names and email addresses
The pre-chat form can collect a name and email address. These help your team recognize the customer and connect support context. An email typed into a form does not prove ownership of that email or authorize access to an order.
Logged-in identity API
The current widget does not expose Message.identify, MessageCom.identify or a public signed-login API. Do not copy an identify or userHash snippet into your website. The supported public controls are documented at https://www.message.com/developers/widget/javascript-api.
Order verification
For private commerce data, use the connector’s supported verification flow. It must verify the customer before disclosing protected order details; browser continuity alone is not sufficient.
Keep going
Put the next step into practice, or ask us about your setup.