Messaging vs. live chat: Which is right for you?

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  • Thomas Crosson

    What is the best way to deal with a message request that is not served by an agent during business hours? If an agent does not reply, can you automate this with a trigger?

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Thomas,

    Messaging, as a channel, is always available to the customers. It is important to set expectations and collect enough information for the agents to resolve the issue. 

    For this, we can build out a flow in Flow Builder to collect more information from the end-user such as name, email or nature of the issue. (More information here). I would suggest capturing this information , irrespective of whether agents are online / offline. 

    In order to set expectations, we should setup auto-responders. (More information here).

    You can create a view for your agents to pick up Messaging tickets created when the agents were offline with this condition - Channel is Messaging and Status is New.

    - Prakruti

  • Angga Kho


    In this article:, it was stated:

    >Agents and customers cannot currently attach files to messaging comments.

    Can you please clarify on this point since it was explained in the table comparison above.

    I'm also confused on why this feature is not enabled by default? Attaching files like screenshots are very important for customer support application, it seems like a big oversight not including this feature. 


  • Kurt Ryan Aulich

    What the problem,my coin app till now I can not be able to redeem

  • Miranda Burford
    Zendesk Product Manager

    Hi Angga Kho,

    Agents can now send files & images to the end user.  We'll make sure that the help article you flagged gets updated.  Thanks!

    The ability for end users to send files & images to the agent will be coming very soon (within the next couple of months).  Agree that it's a very important feature!

    - Miranda.

  • Oscar Maynard

    Hi, I can't find any documentation about whisper mode beyond the mention in this article?


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