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Agent Workspace for messaging



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Lisa Kelly

Zendesk Documentation Team

Edited Jun 21, 2024


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24

24 comments

Hi there 👋

Is there a timeframe for customers to be able to add attachments in Zendesk Messaging?

Even in the screenshots on this page there is an attachment icon in next to the chat - this seems a bit confusing/misleading if customers can't attach items in Messenger? 

Thank you

1


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Miranda Burford

Zendesk Product Manager

Hi @...,

Good timing!  We are actually very close to releasing support for end user file & image uploads.  This will be made available within the next 2-3 weeks.  Stay tuned!

- Miranda.

2


Great to see end user attachments on the web widget!

Will attachments for end users be coming to the Mobile SDK too? 

1


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Miranda Burford

Zendesk Product Manager

Thanks @....  We're excited too! 🎉  iOS is available today.  Android should be following up with a release before the end of the October.

- Miranda.

1


Amazing! Thanks so much for the response @... 🎉

1


Hi there 👋  Is there any further update on timeframe for end user attachments for Android Messenger SDK? 

1


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Miranda Burford

Zendesk Product Manager

Hi Phil Andrews,

End user file & image uploads for messaging is now live & available (Android 1.2.0 release). 🎉. 

- Miranda.

1


Hello,

it's nice to have attachments via the web widget - but it looks like focused on private users and B2C by the limitation of file types for images/audio/video/pdf/...

Our B2B business with machines using logfiles and data in .tar and .tar.gz.

The setup was prepared for this (in Chat, settings, file sending, file types) with no impact today :-( It can not be send - even renaming the extension.

Is there a plan to add this in the near future?
Or a backdoor to activate it?

thank you and regards,

2


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Miranda Burford

Zendesk Product Manager

Hi Rolf-Stephan Badura,

Thanks for your message!  That's useful feedback.  We don't have plans to support .tar and .tar.gz files within the next 9 months.  But I'll record this feedback on our side and we'll definitely consider it in the future.

- Miranda.

 

 

 

1


Buenas tardes, 

Segun se indica en el articulo si se admite el archivo xlsx como adjunto en mensajeria, requerimos enviar un archivo en excel mediante un ticket de whatsapp y nos aparece un mensaje de error, se adjunta pantallazo.

1


Good afternoon, it is giving me the following issue when trying to use version 1.2.0


However, when i try to install the related library, is not found in the jfrog repo.

Looks like the specified version is not found and does not exists.





2


Started getting 403 Forbidden error during sending files using

https://api.zopim.com/web-sdk/#zchat-sendfile-file-callback

Request URL: https://us40.zopim.com/client/widget/upload?__messageID=2&ts=1638434665584
Request Method: POST
Status Code: 403

Is it related with update to the messaging?

update:
I found that zendesk returns 403 when there is no active chat session. The session starts only with a message, not with a file, so if the user decided to send the file as a first 'message' we had to send some 'dummy' message from the user (e.g. Start ), wait a few seconds, and only then send the file.

1


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Giuseppe

Zendesk Customer Care

Hi Max,

The jfrog repo should now have the 0.8.0 library:

 

 

For more information, please see this documentation - Android SDK Getting Started

1


Hi Zendesk,

We are dealing with B2E customers and being able to upload Zip and Tar files is crucial.
Can you please add these extensions?

1


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Lisa Kelly

Zendesk Documentation Team

Hello Daniel,
Thank you for the feedback - for better visibility to our Product team, would you mind creating a post in our Feedback - Chat and Messaging topic, using this template to format your feedback? Thanks!

0


Hello, 
I am attempting to add messaging to our zendesk plugin translation app, the method we usually use for sending chat messages is not working after enabling messaging

client.invoke('ticket.sendMessage', { channel: 'chat', message: text}) 
however, all our other functionality is still working. Is this expected, I see the chat API is recommended for messaging, is that the only way? 

 

0


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JJ Miclat

Zendesk Product Manager

Hey dave.passaro!

As of a couple weeks ago, the ticket.sendMessage endpoint now works with Zendesk Messaging, and Social Messaging channels (through Sunshine Conversations), in addition to live chat conversations.

The syntax would be as follows:

client.invoke('ticket.sendMessage', { channel: 'messaging', message: 'foobar'}) 


Cheers,
JJ

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Sydney Neubauer

Zendesk Luminary

I don't see it explicitly stated but is Answerbot required for Messaging?

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Hi Sydney,
It's the other way around. Messaging is required in order for AnswerBot to work when you have Agent Workspaces. If your instance is still on the legacy Zendesk, then Messaging is not required because it's not even available.

However, if your instance is using Agent Workspaces, and you only want to use Messaging, you don't need to activate AnswerBot.

That's how it was the last time I checked.

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Sydney Neubauer

Zendesk Luminary

Thanks @Walter That was what I figured - I knew about the Answerbot needing Messaging but in all of ZD's documentation, it states set up Answerbot as part of the activation process. Appreciate your insight! Hopefully it hasn't changed

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Hi there! Is there a plan to include file sending options like Chat for Messaging? As a software company, we have our own file type and we use Zendesk as our support tool for troubleshooting with our user base. Not being able to attach those file types prevents my team from being able to efficiently do their job. 

1


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Shawna James

Community Product Feedback Specialist

Hey Allie, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Messaging where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

0


Is there a reason why the accept button does not work for live agents who are being approached via sunshine conversation web widget?

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  • Private attachments are currently not available in messaging.> How can we secure the files?  If the file URL is shared, they might be accessible outside the company.  

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