[SoftTalker]

Issue #1 is likely because the "live chat" is a separate product that they bought and linked on the main website, but which is not integrated into the user database or authentication system at all. Therefore the bot needs to ask you for all this identifying information even though you are already logged in.

[Meekro]

I've worked with products like that on the backend, and they're all perfectly capable of receiving data from your website so that the live chat staffer has all your info automatically show up. Someone was lazy and just didn't do the work to hook it up right.

[joelrunyon]

I understand that - but they should be able to sync the databases or pass an auth token of some sort.

The fact you have to re-enter it all makes the experience stupid and customers frustrated.