Support History Security Options
The Support History feature allows a customer to see all of their previous conversations in Beacon. This includes Beacon contact form messages, chat transcripts, as well as direct email history.
About Basic Security
Beacon uses the
Basic security option out of the box, which limits history to the customer’s browser session and device. With Basic security, Beacon will create a device ID the first time a customer visits the website, and it will store that device ID in a cookie. We’ll send that device ID with every new conversation (chat or email) that the customer starts. On subsequent visits, we’ll retrieve all conversations started using that device ID.
Because this mode is limited to the device ID, if a customer accesses the Beacon from a different device, or if they lose the cookie for whatever reason, we’re not able to show message history.
About Advanced Security
With Advanced security, we use a combination of the customer’s name, email address, and a secure key passed through the
identify method. This code is generated using a key that’s shared between Help Scout and the customer, and it needs to be server side to keep it secret.
Advanced security brings the best of both worlds. It’s secure, because no-one will be able to impersonate a customer without access to the secret key; and it’ll provide a real record of conversation history that doesn’t depend on a cookie, so we can show support history across multiple devices and sessions.
It takes a few lines of code to implement Advanced security history. We’ve created a couple of code snippets for some of the most popular server-side languages to help get you started. Read our
for more information.
Finding the Secure Key
Help Scout creates a secure key that is unique to each Beacon. To find your secure key:
- Head over to Manage ➝ Beacon, the click the Messaging tab in the left hand sidebar.
- Under the Contact Form section, you will find the Support history security setting.
- Clicking the toggle button will reveal the key. Be sure to click Save to save your settings and key.