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Currently, the users are identified by Name when they return to the site ONLY if they have previously engaged in a chat session. As is often the case, a customer may call while on the website, allowing us to identify which user they are. If the operators could simply right click --> Set Name. . . and enter a customer name, we would be able to identify all returning users within a relatively short period of time.
Vote for this ! It's a great e-commerce/B2B solution.