When an anonymous user contacts customer support via chat, their details usually do not appear on the agent's screen. However, you can configure the ASAP add-on to display these details after receiving them from the user.
To configure this setting, use the following method.
DeskUser user = new DeskUser(); user.setEmail(email); user.setPhone(phone); user.setName(name); MyApplication.deskInstance.setGuestUserDetails(user);
Additionally, agents can convert chat conversations into tickets, if more interactions with the user are required later. The email ID is a mandatory parameter to make this conversion possible.