Configuring end-user device information in the context panel (live chat and messaging)

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<div class="p" dir="ltr">End-user metadata is captured whenever an end user interacts with Zendesk. Agents can use this information to troubleshoot and address customer inquiries in a timely manner in live chat and messaging tickets.
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<span class="notetitle">Note:</span> Device information is displayed only on tickets received via live chat, and web and mobile messaging channels. It is not available for tickets from social and other third-party channels.</div>
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<p class="p" dir="ltr">This article describes the admin tasks for configuring the displayed information. For information on how agents can view device information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829170458" rel="noopener" target="_blank">Viewing customer context for user, history, and device information</a>.</p>
Not all captured metadata is displayed in the customer context. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837672346" rel="noopener" target="_blank">Default Data Types Captured by Zendesk Services</a> for a complete list of captured metadata in messaging and other Zendesk capabilities and products.</div>
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<h2 class="title topictitle2" id="ariaid-title2">Configuring displayed device information</h2>
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<p class="p">By default, device information is displayed in the Agent Workspace <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829170458" rel="noopener" target="_blank">context panel</a>. It appears in its own section, <strong class="ph b">Device information</strong>, as part of the customer context. Keep in mind that light agents, contributors, and agents in a Chat-only role can't view end user device information.</p>
<p class="p" dir="ltr">Displayed device information includes:</p>
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<strong class="ph b">Location</strong> (optional): City and country associated with the device IP address. Location information is hidden by default.</li>
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<strong class="ph b">IP address</strong>(optional): The unique number assigned to the device currently being used. Note that this information may not reflect the end user’s originating IP address. IP address is hidden by default.
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<span class="notetitle">Note:</span> You must select this option to display the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9418700382618" rel="noopener" target="_blank">Ban IP button and the Banned flag</a> in Device information.</div>
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<strong class="ph b">Device type</strong>: End user’s device type and model (if applicable)</li>
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<strong class="ph b">OS</strong>: The operating system and version being used.</li>
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<strong class="ph b">Browser</strong>: The browser and version being used.</li>
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<p class="p">This information is collected and updated on every user visit.</p>
<p class="p"><strong class="ph b">To configure device information visibility in the Agent Workspace</strong></p>
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<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" rel="noopener" target="_blank">Admin Center</a>, click <img class="image" id="topic_lpr_2wv_2bc__d8e1179" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png"> <strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Context panel</strong>.</span>
<p class="p"><img class="image" id="topic_lpr_2wv_2bc__image_bds_zb3_gbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/device_information-ac.png" width="400"></p>
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<li class="li">On the Context panel admin page, select <strong class="ph b">Show customer’s device information</strong> to show the section in the customer context; deselect this option to hide the section.</li>
<li class="li">Under <strong class="ph b">Limit access to personal information</strong>, choose the visibility settings for the following information.
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<li class="li">Deselect <strong class="ph b">Hide IP address</strong> to display the end user’s IP address in the Device information section; select this option to hide the IP address.</li>
<li class="li">Deselect <strong class="ph b">Hide location</strong> to display the end user’s location in the Device information section; select this option to hide the location.</li>
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<li class="li">Click <strong class="ph b">Save</strong>. The settings are applied to pre-existing tickets, and to new tickets moving forward.</li>
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