Turning off messaging
We have a use case where we need to turn on Web Widget Classic for one brand only. The account was created with messaging.
We understand that we need to turn off messaging on account level where all Web Widgets will be converted into generic Web Widget Classic. Then, we can turn it on again and control which brands can turn Web Widget back on and which ones can remain on Classic.
We have concerns on the impact on our business with iOS/android channels on messaging. What will happen to them while we turn messaging off/on on account level?
We also wonder about the user experience if users have unclosed tickets through web widget / iOS / android channels and we turn messaging off/on on account level.
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Update: I tested the changes on a trial account before going live: No impact on iOS or android channels and even open conversations continued normally after messaging was turned off and on again.
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Hi Ahmed, thanks for writing in!
We also tested on our test account from messaging to classic web widget. Tickets will remain open if there are and agents will just continue to resolve their tickets and switch to email to reach out to the customers. There is no impact that will affect your instance that is crucial, you will just have to make some preparations before switching and also update your SDK as needed. You can also review this guide (Disabling messaging for a brand) where you can turn it off per brand level so that you can reinstate it in the future with your previously-configured settings intact. Thank you!
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