This is with reference to ticket number 94856. ( Champu.in )
Customer was facing issues with few leads that were not getting captured from Zopim connector.
Thus they were manually entering the leads which caused no chat history to be available.
Upon checking the Zopim account we found that the zopim connector did not have pre chat form enabled.
When this is not permitted, the chats that do not contain any identity shall not be captured in LSQ. To be precise, leads for whom there exists either contact number or email only shall be entered in the system. Thus the leads who have been manually added by quick add form shall miss the chat if the pre chat form is disabled.
Thus to ensure no lead loss it is crucial to enable pre chat form.
Hope this helped.