Identify logged-in visitors

Verify who is chatting with a signed JWT so agents see real customer context.

Published 6/12/2026Updated 9/9/2026

Live Chat Widget

Verify who is chatting with a signed JWT so agents see real customer context.

JWT secret shown once, at channel creationShort-lived token signed by your backend

Anonymous chat is fine for marketing pages. If your visitors are logged into your app or store, identity verification tells Lunadesk who is chatting — securely, so nobody can impersonate someone else by typing their email.

How it works

Store the JWT secret

At channel creation, Lunadesk shows the widget's JWT secret once. Store it in your secret manager — never in frontend code.

Sign a JWT on your backend

Your backend signs a short-lived JWT containing the user's id, email and name.

Pass it to the widget at boot

The browser passes that JWT to the widget at boot.

Keep the secret server-side. It is shown once and belongs in your secret manager — never in frontend code.

Backend example (Node.js)

JSNode.js · jsonwebtoken

const jwt = require('jsonwebtoken');

function signLunadeskIdentity(user) {
  return jwt.sign(
    {
      user_id: user.id,
      email: user.email,
      name: user.fullName,
      custom_attributes: { plan: user.plan },
    },
    process.env.LUNADESK_WIDGET_SECRET,
    { expiresIn: '1h' }
  );
}

Browser side

HTMLyour page

<script>
  window.lunadeskSettings = { widgetKey: 'lw_YOUR_KEY' };
</script>
<script src="https://app.lunadesk.ai/api/v1/widget/v1/widget.js" defer></script>
<script>
  document.addEventListener('DOMContentLoaded', () => {
    window.lunadesk('boot', { jwt: 'JWT_FROM_YOUR_SERVER' });
  });
</script>

What agents get

The conversation shows the verified customer with their profile, past tickets and orders — instead of an anonymous visitor.

✓

On logout, call lunadesk('shutdown') so the next person on the same browser starts fresh.

Know who's really chatting

A signed token turns an anonymous visitor into a verified customer with full context.

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