Enabling Zendesk messaging

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29 Comments

  • Donald Cornel

    Hi There!

    Really appreciate this new feature of messaging specially the Flow Builder.

    I just have a concern when using the facebook messaging, the conversation is not visible within the facebook account. 

    The facebook account admin cannot oversee or reply on the messages using facebook anymore, or I just missed something on my setup?

    Thanks for anyone that can help me out.

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  • Mike Mortimer
    Zendesk Product Manager

    Hi Donald, the conversations that happen with your page are replicated in the Facebook experience for that page so you'll be able to see them all there

    Here is an example from our demo Answer Bot page showing my conversation with Answer Bot, then an agent, but viewing it (live if desired) from the Facebook messenger inbox

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  • Donald Cornel

    Hi Mike,

    Thanks for you response. I can see it now, I just don't know why I can't find it yesterday. 

    One thing here that I noticed, replies from the fb page messenger were not reflected in Zendesk ticket.

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  • Andrew

    From the customer side, it looks like there is only ever a single conversation?  If they have multiple issues, it can't be broken into separate conversations?

    It's not clear how this maps to Zendesk tickets, again is it always the same ticket? If a customer sends a new message after a ticket is closed is it a follow up ticket?

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  • Donald Cornel

    Agree with you here Andrew.

    Same on both fb messenger and in chat widget when using the same instance of browser and computer, the history stays there.

    In Zendesk it will create another ticket once the previous one has been closed.

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  • Mike Mortimer
    Zendesk Product Manager

    Hi Andrew, currently there is only ever one active conversation (ticket) open with a customer at a time. When the ticket is marked as solved, if a users sends another message it'll simply re-open the previous ticket (like any other normal ticket flow). Likewise, as Donald noted once the ticket moves to closed, the conversation is handed back to Answer Bot and it'll respond the next time the user engages with the web SDK, and (assuming they escalate to an agent again) it'll create a new ticket for this new issue. Previous conversations are easily accessible through the user history panel though (it's not a follow up).

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  • Donald Cornel

    Hi Mike,

    Speaking of Answer Bot that is being used here, will it require to have the addon installed and it's associated cost being applied?

    Because I was able to set it up even if the Answer Bot trial I installed before was already expired.

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  • Mike Mortimer
    Zendesk Product Manager

    It currently does not require an Answer Bot subscription / trial

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  • Lupael

    Hi Aimee SpanierSpanier

    I'm trying to follow the steps here, however, in Admin Center I don't see a Channels section. The account I'm using is on Enterprise and has Agent Workspace enabled, what could be the reason for this?

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  • Mike Mortimer
    Zendesk Product Manager

    Hi Lupael, in certain cases there is an issue that causes this. At the risk of sounding cliche, try turning agent workspace off then on again - this actually triggers the right settings to be activated again, as a temporary workaround to solve this.

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  • Lupael

    @... ,

    Thanks for your suggestions. That's working now 

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  • Unto

    How does this new product work with conversations API? how will 3rd party built bots work within this new flow? (from a quick test i've made ive seen answer bot is enabled by default) 

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  • Artur Tsudik

    Hi Mike, 

    We have the same problem as Lupael. Disabling and re-enabling the agent workspace didn't help us. What could be wrong?

    But in our sandbox, such actions helped and everything worked.

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  • Mike Mortimer
    Zendesk Product Manager

    Lupael, great to hear that solved it

    Unto, this new solution doesn't work with the conversations API - 3rd party bot providers should look at building on top of Sunshine conversations - https://smooch.io/bots/

    Artur, I'll create a ticket so we can look into your specific issue with you

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  • Max D'Ambrosio

    Hi everyone,

    Can Messaging be used in a Multibrand setting? Can I run different configurations for each brand?

    Thanks for your help.

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  • Miranda Burford
    Zendesk Product Manager

    Hi Max D'Ambrosio,

    Yes.  Messaging can be used in a multi-brand setting.  You can enable messaging on a per brand basis and you can run different Flow Builder configurations for each brand. 

    After you enable messaging within your account, you'll need to either convert an existing Web Widget over to a messaging Web SDK or you can now create a new Web SDK from scratch (for brands where you haven't created a Web Widget previously).  Simply choose 'Web SDK' from the 'Add Channels' dropdown menu on your Channels page within Admin Center.

    When you jump over to Flow Builder, you'll have the option to choose which brand you'd like to edit flows for.

    Hope this helps!

    - Miranda.

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  • Max D'Ambrosio

    Thanks Miranda Burford

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  • David ANGST

    Hi,

    I am also not able to get the Channels section on my Admin Center even after turning off and on the Agent Workspace. Is it possible to create a ticket to take a look at this issue?

     

    Thanks for your help.

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  • Miranda Burford
    Zendesk Product Manager

    Hi David ANGST,

    Sure thing.  I've created a ticket so we can investigate.  Let's continue the conversation there.

    Thanks,

    - Miranda.

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  • Clik Rogan

    Hello!

    In regards to Social Channels - when initially enabling Messaging (not converting web widgets to SDK at this stage) will this impact our social channels? Or will we have the ability to toggle the functionality on/off? 
    If it will change the state of our social channels, do we know exactly what the behavior will be?

    I am currently completing a test by plugging in a staging website into our production agent workspace but do not want to impact the 19 other brands we have connected to Social channels. 

    Any advice? Also - Starting a trial account to test this is not ideal and I do have an understanding that at this stage the compatibility of testing this in the sandbox is not there. 

    Any help would be great! =] 

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  • Daniel Aron
    Zendesk Product Manager

    Hi Clik, yes enabling the messaging beta (even without converting the web widget to the messaging web sdk) will impact your social messaging channels - Answer Bot will become the first responder. There is no way to toggle Answer Bot by channel currently. You can learn more about it here. Please note however that we are working on disabling Answer Bot for social channels so this impact will be removed in the next couple of weeks. My advice would be to wait until this change goes out before enabling messaging.

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  • Yen Tran

    Can I segment people by URL for every flow of chat?

     

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  • Ingrid R.
    Zendesk Customer Advocate

    Hi Yen,

    You can use brands as a way to segment how your end-users can get in touch with different aspects of your business, and create a specific flow for each.

    You've to be on the Suite plan or on the Zendesk Support Enterprise plan to have multiple brands in your account. Once you do, Flow Builder is activated on every one of those brands. Each brand has a separate default flow that can be configured independently.

    Hope it makes sense to you. Let us know if you have more questions about it.

    Regards,

    Ingrid R. | Technical Support Engineer - EMEA | Zendesk Certified Support Admin & Guide Specialist Zendesk Certified Support Admin

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  • Hubert FISSELIER

    Is it possible to disable AnswerBot on Zendesk messaging ? Can we integrate an third party bot with ZD Messaging ?

     

    Regards

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  • JJ
    Zendesk Customer Advocate

    Hello Hubert FISSELIER,

    Hope you saw my reply to your other post for the same question, but I'll repeat it just to be sure.

    With Zendesk Messaging and Flow Builder, we cannot use external bots.

    You would need to use Answer Bot because the integration is built around it.

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  • Hubert FISSELIER

    Thanks @... for your answer. I will continue with the older web chat.

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  • CJ Johnson

      "For example, you can create a group of agents who handle specific channels, such as messaging" 

    How can I do this? There's nothing in group settings that allows you to use a group to restrict access to tickets based on type. Would I have to change every other group to not use a specific channel? 

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  • CJ Johnson

    It would be extremely helpful if Zendesk published an article on how to Enable Messaging on an existing account, with the steps in the logical order one needs. For instance, this article doesn't tell me how to set up the groups for routing, which I imagine I need to do BEFORE I switch it on. I also probably don't want to switch it on, before I have set up Flows. At what point in setup should I disable chat triggers that fire before the agent joins, as apparently that's not supported? If I do it after will it break things?  There's no set of steps to easily follow to get from an active account on chat, to Messaging. This is helpful, but doesn't actually give me anywhere near enough information to know how to successfully swap over from Chat seamlessly. 

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  • Aimee Spanier
    Zendesk Documentation Team

    CJ Johnson:

    You may find the following articles useful:

    Migrating from live chat to Zendesk messaging

    Resources for migrating from live chat to Zendesk messaging

    There is a lot of overlapping information in these articles, so start with whichever appeals to your learning style. Hope this helps!

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