Enabling Zendesk messaging (beta)

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14 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

    Mike Mortimer ,

    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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