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21 Comments

  • Anderson2

    Hi, 

    I'm trying the messaging and I've a question. When I send an article, the follow up questions are all in English, but all my customers speak brazilian Portuguese. I didn't find the place do configure it on the builder flow .

    Is it possible during beta test? 

    Thanks 

    example:  

    0
  • Mike Mortimer
    Zendesk Product Manager

    Hi Anderson2, in the current beta it's limited to English only currently because of these hard-coded English flows. We'll support further languages shortly. Sorry if you missed this, we noted it in the requirements / eligibility article: https://support.zendesk.com/hc/en-us/articles/360057096813#topic_dk3_rnc_gnb

    0
  • Jeremy Sanchez

    I'm needing assistance with the "transfer" option in the flow builder. I have it set to ask the end-user to fill out a few fields before transferring to an agent, but the fields do not populate once the "talk to an agent" is selected. All that happens is the message stating "Let's collect some details before proceeding" populates and then just  "..." - no fields pop up. Any help would be greatly appreciated. 

     

    0
  • YU-CHENG LI

    Hi Zendesk Community,

    I'd like to ask you a question regarding the new function.
    How could I set up these channels? Because I can't find where to configure.


    Thanks in advance!

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Yu-Cheng,

    If you have the social messaging add-on, you can use these instructions for setting up LINE or WeChat: Setting up your LINE or WeChat channel (Social Messaging add-on)

    If you don't have the add-on but are interested in finding out more, let me know and I can get you in touch with your account manager.

    Cheers!

    0
  • Thomas D'Hoe
    Community Moderator

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

    0
  • Jordan Brown

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

    0
  • Dave Dyson
    Zendesk Community Team

    Hi Thomas D'Hoe, your Help Center needs to be public to use Messaging.

    0
  • Dave Dyson
    Zendesk Community Team

    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
  • Daniel Merriott

    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
  • Miranda Burford
    Zendesk Product Manager

    Hi Daniel Merriott,

    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.

    1
  • Daniel Merriott

    Hi Miranda Burford. That has indeed helped - thanks very much!

    0
  • Kamolchanok Jittrepit

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

    1
  • Miranda Burford
    Zendesk Product Manager

    Hi Kamolchanok Jittrepit,

    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.

    3
  • Maksym Bukshovan

    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
  • Cheeny Aban
    Zendesk Customer Advocate

    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
  • Tomoya Kitayama

    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.

    0
  • Miranda Burford
    Zendesk Product Manager

    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.

    1
  • CJ Johnson

    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
  • 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
  • Thomas D'Hoe
    Community Moderator

    Hi CJ Johnson,

    Yes they do!

    0

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