Enabling customers to continue their conversation over email

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29 Comments

  • Francis Morissette

    I'm not able to enable it, it doesn't show.

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Francis,

    Great to hear that you wanted to test out this capability. This feature is being rolled out in a phased manner. It will be available to all accounts over the next three weeks.

    0
  • Francis Morissette

    Hi, maybe a note in the future would be great!

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  • Julio Silva

    I'd like to know when it'll become available too

    1
  • Francis Morissette

    I've now been able to add the "request email" action in the chat trigger, however the option is still missing for continuous conversations in Admin>Tickets.

    Also need to mention that the message requesting the email is always in English, even if my brand A is in French (fr-ca). Very disappointing.

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Francis, 

    The message is localized ie translated based on your customer's browser language. If you still see the message in English, we will create a ticket and look into it. 

    Hi, maybe a note in the future would be great!

    Definitely! Feedback noted.

    Thanks,

    Prakruti

     
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  • Francis Morissette

    My laptop is in French. I've tried it with both brands (one is French and the other one is English)

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  • Ashley Yau

    Hi team, I still cannot find the "Continue conversations through email" option under setting, may I know if it has go live or not? Looking forward to it! Thanks.

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Francis, 

    Can you create a ticket with us by dropping an email at support@zendesk.com. It would help if you can share a video of this experience. We will take a look. Thanks! 

    - Prakruti

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Ashley, 

    Thank you for writing in. This feature is being rolled out in a phased manner. I will drop a note on this thread when the rollout is complete. 

    - Prakruti

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  • Oscar Maynard

    Can you explain what you mean by 'not available on mobile' please? e.g. Would this work through web widget when on a mobile device?

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  • Meghan Howard

    I dont have this feature yet either, but I'll check back in 2 days since it says all by the 20th. 

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  • Question on this note: "The continuous conversations feature is only available when using messaging through the web channel, and is not available on mobile devices."

    I assume this means I enable messages for web SDK? When I enable this, flowbuilder is set live immediately. Is there another way to enable continious conversation trigger before end-users can see flowbuilder and start using it? Or do we just need to be quick to set this trigger or set it on a quiet moment? 

    Other questions:

    - When will we be able to change the conversation that is now automatically set? Eg 'was this a useful answer' and whatever comes after end-user says 'no'. 

     

    1
  • Prakruti Hindia
    Zendesk Product Manager

    Apologies for the delay in rolling out this capability. We will be rolling this out in mid June. 

    0
  • Prakruti Hindia
    Zendesk Product Manager

    Hi Oscar,

    This will be available on web widget on desktop and mobile. It will not be supported on mobile SDKs. For mobile SDK, we believe that push notifications are a better mechanism to notify your customers when the agents respond. 

    - Prakruti

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Ingrid,

    Yes, that's correct. It did refer to the web SDK. This feature focuses on improving the experience when your customers contact outside of business hours. With this feature, you can set expectations on response time and collect email from the customers. The customers will receive an email notification when the agents respond. 

    This trigger to set expectations and collect email will fire at the point of handoff to the agent. The order of execution will be Answer Bot followed this trigger. 

    Answer Bot / Flow Builder is good way to help customers self-serve their questions / issues , when the agents are offline. 

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  • Francis Morissette

    @Prakruti I'd like to be entered in the feature right now. It's unfortunate but we've launched in early March with high expectations for this feature and it keeps being delayed. Please contact me by ticket and have this specifically deployed on my instance. I've already announced the delay for this feature 3 times now to my team, and right now again for today's deployment...

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Francis, 

    I will reach out to you. 

    - Prakruti

    1
  • Francis Morissette

    @Prakruti Hindia thank you

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  • Julio Silva

    I can't find this option either in Settings > Ticket. Please, reach out to me to enable this feature ASAP.

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  • Prakruti Hindia
    Zendesk Product Manager

    There has been delay in rolling out this capability to all of our customers. Ingrid and Julio, I will create tickets for you and get this enabled for your account. 

    - Prakruti 

    1
  • Julio Silva

    Thank you Prakruti Hindia :)

    0
  • Steve Lacoss

    Please add me to the list too. 

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  • DAVID BERUMEN LOZANO

    -Hi, in the future it will be possible to change this message "Talk to a human"?
    - Also sending files like photos, which is crucial for me.

    Is there an estimated date for these two points?

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  • DAVID BERUMEN LOZANO

    I can't see the reports of the tickets created in with flow builder

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi David, 

    Thank you for writing in. Ability to change 'Talk to human' and enable end-users to send attachments is on the roadmap. 

    You will be seeing some of these capabilities in second half of this year. 

    Reporting for Messaging can be found in Explore. Learn more

    - Prakruti

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  • Ayushi

    Hi,

    To make this work, does the chat provider have to enable the answer bot? 

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Ayushi,

    You will need to enable Messaging for your account. You do not need to explicitly enable Answer Bot / Flow Builder for this functionality. Once Messaging is enabled, Answer Bot is enabled by default and will be the first responder to new conversations. 

    - Prakruti

    0
  • Thomas D'Hoe
    Community Moderator

    I like the continuous conversations feature. It should even be better if you could make the company's name clickable with a redirect to the website where the widget lives. 🚀

    0

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