Using structured messages in Zendesk Chat

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10 Comments

  • Van Nguyen
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    So to use structured messages we would need to write our own Chat application? As in totally discard the current Chat web widget. Are there no software hooks in the Chat web widget for us to inject this new functionality?

    1
  • Sutrisno Suryajaya
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    Hi Van,

    You can use either Web Widget with integrated Chat experience or your custom-build widget with Chat SDK. If you use Web Widget, you can turn on the integrated Chat experience in Widget settings page.

    0
  • Van Nguyen
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    Hi Sutrisno,

    I have "Integrated Chat" enabled. Now what?

    - Where do I hook into the current javascript of the Web Widget?

    - What events should I listen for?

    - Any documentation on how to get structured with the existing Web Widget?

    - Difference between chat shortcuts and structured messages?

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  • Sutrisno Suryajaya
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    - Where do I hook into the current javascript of the Web Widget? What events should I listen for?

    You don't need to do anything with the Web Widget. If an agent sent a structured message to a visitor that uses Web Widget, the visitor should be able to see it as per the screenshot above.

     

    - Any documentation on how to get structured with the existing Web Widget?

    For an agent to send structured messages, you need to initialize an agent session with Chat Conversations API and use the API to send the structured messages to the visitors. As of now, this is the only way to send structured messages. 

     

    - Difference between chat shortcuts and structured messages?

    • How agent sent them? Shortcuts are sent through the Chat dashboard. Structured messages are sent through Chat Conversations API
    • What is the content? Shortcuts can only contain text and options. Structured messages provide you various templates that include more elements such as interactive buttons and images.
    1
  • Sergey
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    Hi Sutrisno,

    Could you please suggest a way to send structured message as a first message to a customer after he just opens web chat.

    Thanks!

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  • Sutrisno Suryajaya
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    Hi Sergey,

    Can I clarify whether you are referring to sending a structured message before the customer start a chat? If that's the case, I'm afraid that it is not possible at the moment. To better understand the use case, could you elaborate on the flow that you have in your mind?

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  • Antonino Tocco
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    Hi, it is possible to send structured messages from human agent?

     

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  • Heather Rommel
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    Hi Antonino Tocco

    Can you kindly expand on what you mean please?

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  • Antonino Tocco
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    Hi, Heather thanks for your help.

    I have seen that with Chat Conversational API it is possible to send structured messages.

    But Chat Conversational API seems to be designed for bot interaction, not human.

    How I can send structured messages with human agent interaction?

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  • Heather Rommel
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    Hi Antonino Tocco,

    I also responded likewise over here https://support.zendesk.com/hc/en-us/articles/360022184574?page=1#comment_360003483434

    It does look like others are having difficulty using the Conversational Chat API to send structured messages. (ref: https://develop.zendesk.com/hc/en-us/articles/360001331787/comments/360001751547 )

    My experience doesn't include this API. We have our Agents use shortcuts and they work quite well. 

    I'm sorry I can't be of more help. Hopefully someone else will jump in here to assist.

    0

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