How Zendesk messaging impacts Chat settings

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15 Comments

  • Oscar Maynard

    CSAT collection not being possible is a major factor for us as an organisation, but we would really like to make use of these new features due to the increasing volume of live chat's we're recieving. Do you have an estimate on what CSAT collection will be possible using Zendesk Messaging?

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  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Oscar, 

    We completely understand your perspective and agree that CSAT is an important feature. We are currently working on to enable CSAT for Zendesk messaging and it should be available soon. 

    Regards,

    Ayush

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  • Oscar Maynard

    Hi Ayush, thanks for that. Is it possible to be alerted when CSAT is launched on Zendesk Messaging? Do you know if we're talking weeks or months or? We're keen to start using Messaging ASAP. Thanks :) 

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  • Ayush Upadhyay
    Zendesk Product Manager

    Sure Oscar, I will reply on this thread when we launch (or about to launch) CSAT for Messaging. 

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  • Unto

    What about conversations API? 

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  • Keela Ross

    When this is turned on, what happens when messages are sent outside of business hours? We utilize schedules, and I tried testing this feature off-peak hours as suggested, and a chat was served even though we were closed. I assumed it was because I hadn't set up anything but I am curious to know if it will provide the same options as AB when offline, aka "leave a message".

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  • Dave Rothe

    I'm going to echo Keela's concern regarding receiving messages outside of business hours.  I had the same scenario occur during the Thanksgiving break.

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  • iight u l

    good day, i need to say this is not a good  update

    First, my shortcuts all gone, and i cannot view incoming chat's content before click "conversation" to serve customer.

    also, some message are missing, how can i find out the setting to see location of customer. if i don't click conversation to serve a customer, i cannot see how long this customer wait?

     

    Original page is clear to see all the information, and now i cannot find an option to go back to old version, quite a sad story for me.....

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  • Prakruti Hindia
    Zendesk Product Manager

    Apologies for the late response. 

    Keela Ross, Dave Rothe


    Messaging , unlike Chat, enables your customers to reach out to your business, even when agents are offline. These messages create tickets which can be found under Unassigned Tickets View. Messaging specific View can be created with Channel is Messaging. Your admins can triage these tickets to the agents. Agents will be able to respond to your customers. Your customers will see the agent's response when they revisit your website. 

    You can setup auto-responders to set expectations on response time / business hours using Chat Triggers with condition : Account status is Offline. 

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  • Prakruti Hindia
    Zendesk Product Manager

    Enabling messaging does not impact shortcuts. Is this still an issue ? 

    'Conversation' is used to notify the agents whenever there is new messaging ticket waiting in their queue. Can tell me more about how the content of conversation is useful for picking up conversations in the queue? 

    Messaging can be disabled from Admin Centre > Channels. More information can be found here

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  • Arpan Nagdeve
    Zendesk Product Manager

    Hi,
    Chat conversations API will continue to work for messaging in agent workspace. Few callouts
    a) A chatbot built using CCAPIs will not be invoked automatically once you enable messaging experience for a brand. 

    b) CCAPIs for non-chatbot use cases will continue to function and we are not filtering messaging conversation from CCAPIs.

    If you still see a need for invoking CCAPI based bot, you can run a support trigger and assign the conversation to CCAPI based bot though this is not a recommendation from Zendesk side because a visitor will see Answer bot interaction followed by CCAPI based bot. Correct workaround for this would be building chat bot using sunshine conversation APIs. 

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  • Oscar Maynard

    I understand that there's no buttons for CSAT in the Messaging web widget, but is it possible to collect this via an email trigger? i.e. in the same way we would to collect CSAT from an email ticket please? 

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  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Oscar Maynard

    I am happy to let you know that we have enabled CSAT collection for Zendesk messaging. You can check details in the article here.

    Regards,
    Ayush

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  • Oscar Maynard

    Fantastic news Ayush Upadhyay! Thanks for remembering me. :)

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  • Megan Lalock

    I am running into an issue where the broadcast notification is going to ALL chat agents online and NOT just the agents that are for that specific Brand where the chat is being initiated. How can I limit what agents get the notifications since we don't have agents working across multiple brands?

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