Working with messaging in the Web SDK

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16 Comments

  • Megan Lalock

    I'm super excited about this new feature but I did want to ask: It says to paste the code on the page you want to use the messaging feature on but what if you want people to be able to access it on every page? Also, a true chat system gives you the options to have a " chat" pop up on a specific web page depending on some rules you make so would that be a possible option with the " flows" in messaging?

    For example: If I have a customer browsing a page with " universal fitment" items and I want a chat to pop up and help them on that page, is that something I could build with messaging?

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  • Erik Fantasia

    Is there any way to hide/show the widget? It appears the original web widget javascript methods (https://developer.zendesk.com/embeddables/docs/widget/core#hide) do not work with this new messaging widget.

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  • Miranda Burford
    Zendesk Product Manager

    Hi Erik Fantasia,

    Not as yet but we are working on it.  They should be available in the next couple of weeks!

    - Miranda.

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  • Troy Willcox

    Previously with chat, the chat would disengage at our closing time, letting people know that we were not available and allowed them to email a request. With the messenger is there a way to do that? We turned it on initially and after our normal chat hours closed, people were still able to try to talk to a human, even though nobody was online in chat. Any way to do updates based on whether or not there is someone to serve them, or (even better) based on what time it is? 

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  • Miranda Burford
    Zendesk Product Manager

    Hi @...,

    1. If you're using the Zendesk Web Widget today, there's no need to change the script in order to use messaging.  You'll just need to enable it within your Admin Center.  If you're hoping to use it on every page, then you'll need to have the snippet load on every page of your website.

    2. Proactive messages are something that we're currently thinking about.  It isn't available within messaging today but it's something on our radar.  If you have any specific feedback to pass along, please submit it to our feedback portal for future consideration.

    Thanks,

    - Miranda.

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  • Megan Lalock

    As Troy Willcox mentioned we don't want this happening either and we do not want to use answer bots for after hours. 

    1
  • Megan Lalock

    Commenting again to bring visibility back: When the agents are offline we do not want the chat option to be there, or have the Icon even show, Is this something we would be able to set up with scheduling?

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  • Rajat Garg
    Zendesk Product Manager

    Hi Megan,

    You can create an out-of-office message using Chat triggers to send an automated message when agents are offline. You can see how to set up this here.

    Thanks,

    Rajat

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  • Benjamin Krause

    Hi, how i can change the avatar or the name of the bot, when i use the Web SDK messagin?

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  • Daniel Aron
    Zendesk Product Manager

    This isn't possible at the moment Benjamin Krause. The ability to customize the Answer Bot name of avatar is a feature we're planning to add in the future, however no ETA at this time.

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  • Mike Mortimer
    Zendesk Product Manager

    Hi Benjamin Krause - quick follow up. What's currently more important to you: changing the name or changing the avatar? And would you say that this is a blocker for you deploying the web SDK and messaging experience, or just nice to have?

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  • Dayana Flores Bermudez

    Hi there! I'm working with the new Zendesk Messaging Widget. I don't know how to offer my ticket form now I'm using this feature. Can you help me?

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  • Will Patterson

    We have a similar bot through Gainsight PX on our product. We're interested in potentially including this in our own products, but I have a few questions:

    • The code snippet to install this on our front end looks simple enough, but I was curious if I could include variables from product and make those available to the flow? ie. An admin signs into our product, I want them to have a different flow than a different end-user. Or more importantly - an enterprise customer signs in - I might want them to speak with a engineer immediately.  Does the Web SDK allow for user and account identifiers? I'll include a screenshot of what I have in PX today.
    • Can I control the size, shape, location of the bot? This will be important because there could be cases where we may want two bots to coexist.
    • I know there is already a ZenDesk integration w/ Gainsight PX - are there any plans of furthering that? namely - if we have this feature as apart of our plan - why not leverage the powerful audience-building tools and bot already installed on all of our products and have the chat/flow portion be it's own tab in the Gainsight PX Knowledge Center Bot? 

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  • Will Patterson

    Follow up on the potential Gainsight PX integration:

    • I already have audience-specific bots/experiences in place - I would love to be able to have a tab on each of those that would be pointing to that respective audience's flow.
    • I would want to be able to pass along user and account attributes through the chat. Though it wouldn't be the end of the world if in the first few iterations we ask that user to provide us with their email before initiating a chat session or escalation to create a ticket.

    Another question now that I'm thinking about it:

    • Let's say we don't want this to be a bot in the bottom right - what if I have my UI team build a button or section within our product for this. Would it be difficult to just embed this in a UI element?
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  • Anna Roussanova
    Zendesk team member

    Hi Dayana, with the messaging flow there's no option to present the user with a contact form.

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  • Jeremy Watkin

    Hi Anna Roussanova, I had the same question. We like messaging because it's a better experience with AnswerBot but would still much prefer to direct the customer to a web form, not a chat/messaging conversation. Any plans to add this in the future?

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