Introducing Zendesk Messaging

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  • Michael Jardine

    I had a couple of questions so I went to the 'Get Help' button next to the article. Presumably, I was using ZenDesk Messaging.  Unfortunately, I was chatting with a bot, not a real human. And unfortunately, the answers that it gave had nothing to do with my questions. So yeah, it pretty much failed the 30-second test with this user.


    1. What is the difference between ZenDesk Messaging, and Zopim Chat?
    2. Can this be integrated into my iOS app?
    3. Why do I have to sign in to ask these questions, when I was already signed in to our Zendesk portal?
  • Mike Mortimer
    Zendesk Product Manager

    Hi Michael, the "get help" option on the page actually uses the previous Answer Bot Widget implementation - this is slightly different to messaging and Answer Bot Flow Builder. To answer your questions:

    1. Messaging is the next evolution of Chat, which offers persistent, portable conversations. Messaging is not synchronous, you can come back later and pick up exactly where you were, unlike chat. You can read more about what messaging is in this article, as well as this one:

    2. Our native iOS and Android SDKs are coming soon! Stay tuned.

    3. Our help center uses a different authentication to your account, they are not shared by design - you're essentially signing in as an end user to Zendesk's instance. Not signing in as an admin/agent on your instance which is a separate authentication

  • Jordan Brown

    Where can I report on the success of messaging and flow builder? Is there reporting available to show how many interactions were deflected using flow builder?

  • Daniel Aron
    Zendesk Product Manager

    Hi Jordan, thanks for reaching out. Reporting specific to Answer Bot and Flow Builder isn't available at this stage, however we are planning to add it in 2021. We are actively collating feedback on reporting needs, so I welcome you and anyone else that is interested to elaborate further on the kind of metrics and insights that you're looking for via our feedback portal

  • Ontec LLC (EMEA Reseller)

    Looking forward to having the flow builder that would work non-English languages.


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