Recent searches


No recent searches

About conversational support with messaging



image avatar

Aimee Spanier

Zendesk Documentation Team

Edited Jul 18, 2024


11

71

71 comments

image avatar

Thomas D'Hoe

Community Moderator

Hi, is this only available for public helpcenters? Or also for redtricted helpcenters?

1


What reporting metrics are available in Explore? Is there a way to see how many people go through the flow?

0


Hi @..., your Help Center needs to be public to use Messaging.

1


Hi 421710464994, Here's where you can find messaging reports in the Support Dashboard:

Chat reporting

If you're on the Enterprise Suite plan with Explore Enterprise, you'll also have access to live data widgets that include messaging: Live data widgets for Explore dashboards

1


Hi is this possible to enable for a trial account please? I have a Suite trial with a public help centre and agent workspace enabled but I don't see any options to access or configure messenger.

0


image avatar

Miranda Burford

Zendesk Product Manager

Hi @...,

You should be able to enable messaging on a Suite trial account.  If you haven't already, please try disabling & enabling Agent Workspace to see if that helps (that's worked for others).  If not, please let me know and I'll create a ticket so we can investigate your subdomain.

Thanks,

- Miranda.

0


Hi @.... That has indeed helped - thanks very much!

0


My instance does not have an attach file button at Zendesk Messaging Widget. How could I get that button?

1


image avatar

Miranda Burford

Zendesk Product Manager

Hi @...,

Unfortunately, we don't support the ability for end users to upload files/attachments as yet.  It's on our roadmap for future consideration and will likely be released sometime around the middle of the year.

Thanks,

- Miranda.

2


Hi Team.


We are currently integrating Zendesk Messaging into our app and I have one question.
Is it possible for agent to write first ? What I'm asking. When user enters the app , agent sends him some message even before user enters chat ViewController.

Thank's

0


image avatar

Cheeny Aban

Zendesk Customer Care

Hi Maksym,

As of the moment, there is no native way to send proactive messages to the customers once they entered the app or your site. We can only send proactive messages once the customer loaded the widget. But we understand your need for this functionality so we will be marking this comment as Product Feedback.

We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

-1


Hi,

Can you update the roadmap of this article?

  • No user authentication: It is not currently possible for a business to verify the identity of a user. We expect to remove this limitation, and provide user authentication capabilities in Q2, 2021.

We really want to use this feature, but Q2 is over now.

2


image avatar

Miranda Burford

Zendesk Product Manager

Hi @...,

Thank you for alerting us to this!  Authentication is now planned to be delivered by the end of Q3 2021.  We'll make sure this article gets updated.

Thanks,

- Miranda.

1


How do agents pick up Messages? Do they still see the flashing icon that a new "Message" is waiting, like they did for chat? 

0


image avatar

Aimee Spanier

Zendesk Documentation Team

Hi, CJ Johnson. You can find the information about the agent UI for messaging in Agent Workspace for Zendesk messaging.

0


image avatar

Thomas D'Hoe

Community Moderator

Hi CJ Johnson,

Yes they do!

0


We are currently integrating Zendesk Messaging into our app, how I add  show/hide/activate methods in the web widget in my current page. is  there any option for hiding the messaging launcher?

1


image avatar

Miranda Burford

Zendesk Product Manager

Hi @...,

You can find the messaging Web SDK APIs here, https://developer.zendesk.com/documentation/zendesk-sdks/sdks/web/sdk_api_reference/.  Open & Close may work for your use case today.  We are planning to introduce a way to hide the messaging launcher later in the year (via a new Admin setting) so you should be able to use that in conjunction with the open & close APIs to meet your needs then.

- Miranda.

1


Hi @...

It is possible to set user email to the messenger email input box via API or cookie?
https://developer.zendesk.com/documentation/zendesk-sdks/sdks/web/sdk_api_reference/

Our system has user email, and we want to avoid this user process, system set it automatically.

0


Hi Miranda,

Thank you very much!. show and hide options are work. is possible to send the customer details dynamically to a ticket in Zendesk messaging like automatically filled the user email /phone in the web page.

 

0


image avatar

Shayne Traqueña

Zendesk Customer Care

Hi Akhila,

It will be possible to use custom launchers with the new Messaging Web Widget but it will be a slightly different implementation to the classic Web Widget and is not live in production yet. As mentioned by my colleague, the messaging launcher will be implemented later in the year.

I hope this helps!

--

Shayne

0


image avatar

Miranda Burford

Zendesk Product Manager

Hi @... & @...,

You've both asked the same question here about intelligently pre-filling customer data within messaging.  Messaging doesn't support authentication as yet but we have plans to do so later this year.  This will include an API that you can use to identify users and pre-fill customer data.

Hope this helps!

- Miranda.

1


@... Is it possible to make Answer Bot unactive if user's language is not supported? I mean not to ask customer "please try to rephrase"?

1


image avatar

Giuseppe

Zendesk Customer Care

Hi Slava,

Looks like this option is not possible natively, but there is a system in place for translation-related workflows in Flow Builder which is the Automatic Translation:

 

This can be accessed by following the instructions below:

  1. In Admin Center, click the Channels icon () in the sidebar, then select Bots and automations > Bots.
  2. Locate the brand for the flow you want to update, and click Edit flow.
  3. Create your flow in its selected default language.
  4. At the bottom of the page, click Settings.
  5. Click the box to enable automatic translation.
  6. Click Publish at the bottom of the page.

How this'll work is, the Answer Bot messages will be translated automatically based on the user's selected browser language, so this should prevent/lessen language issues when interacting with the Answer Bot.

For more information, see Enabling automatic translation in Flow Builder

0


image avatar

Miranda Burford

Zendesk Product Manager

Hi Slava Skorbezh,

As Giuseppe mentioned, this isn't possible today but it is something that is being considered for the product roadmap within 2022.

Thanks,

- Miranda.

 

1


Hi Miranda,

3 months ago you wrote about authentication being delivered by end of Q3.  Hoping you have good news on the status of this feature.  Thank you!

Hi Tomoya Kitayama,

Thank you for alerting us to this!  Authentication is now planned to be delivered by the end of Q3 2021.  We'll make sure this article gets updated.

Thanks,

- Miranda.

0


@... @... Thanks for your answers. As for now, Messaging doesn't support even languages that legacy Zendesk products support. Our clients are chatting with us mostly in Ukrainian, Russian and English. The Ukrainian language is supported by Zendesk Chat, Zendesk Guide and Agent Workspace. But still no support in Messaging. It would be great to use Messaging as a product, of course with limitations for such languages (I mean hard-coded flows including CSAT collection). 

 

2


image avatar

Miranda Burford

Zendesk Product Manager

Hi Blake E.,

Nice to hear from you.

3 months ago you wrote about authentication being delivered by end of Q3.  Hoping you have good news on the status of this feature.  Thank you!

Unfortunately, we've had some delays and Authentication for messaging has now been moved to Q4.  This is still a priority for us and we are hoping to have it released as quickly as possible.  Stay tuned.

- Miranda.

0


Hi, when will the authentication be ready for Messenger? It was promised to be delivered in Q2 (by implementation team). Now its already Q4. Any update?

0


image avatar

Miranda Burford

Zendesk Product Manager

Hi @...,

Thanks for your question!  Authentication is a top priority for us within messaging but unfortunately, it's been pushed out until later this year (within Q4).  Stay tuned!

Thanks,

- Miranda.

1


Please sign in to leave a comment.