Managing unified conversations in the Zendesk Agent Workspace

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10 Comments

  • Tina Desprez

    Lisa-Kelly,

    How does the Agent Workspace interact with third-party telephony integrations? I've read quite a bit about how it interacts with Talk. We have an active integration btw Zendesk and Talkdesk. Thanks.

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Tina. I'm not familiar with how the Agent Workspace interacts with third-party telephony integrations, but maybe Kolten Kittleson can comment. 

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  • Kolten Kittleson
    Zendesk Product Manager

    Tina Desprez

    Great question! The Agent Workspace interaction with third-party telephony integrations should remain constant. The UI was built out with such things in mind, so if there are changes it would likely be due to how that specific integration is opting to work. 

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  • Lila Kingsley

    I've not seen the browser notification for Talk before (specified in this section above) and am interested in how to set it up. 

    I just found this article which sounds like it would detail how to do it. but it just points to another article which doesn't even reference browser notifications.  Can someone advise? 

    When I look in my chrome notification settings I just see our subdomain URLs with a port specified.  Do we need to add z3n-iris.zendesk.com as appears in the screenshot above?

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  • Christine
    Zendesk Engineering
    Hi Lila,

    Browser notifications occur automatically for incoming calls when browser notifications are enabled. This is a browser setting outside of Zendesk. Browser notifications are a feature of Firefox and Chrome, but not Safari or Internet Explorer. 

    If you are using Chrome, you can click the lock icon beside the URL and then allow/enable 'Notifications' from there.

     
    Hope this helps!
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  • shelley

    Hi,

    Using the Conversation Header

    • Click the events icon ( ) to toggle between ticket conversations and events.

    There is an image (Lisa Kelly via Chat) that displays the location, device and browser. We have Agt Workspace / Chat enabled. When I toggle to events I cannot see this information when chat is live or when chat had ended.

    I am trying to work out what I am missing. Is there a box I haven't checked, or something that is not enabled?

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Shelley
    You should be able to see this information in your Chat events. Contact Zendesk Customer Support so they can help you with your issue. 

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  • shelley

    Hi Lisa Kelly, Is the device information etc meant to show when chat is live or only when the chat has ended?

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Shelly. See my comment above. Contact Zendesk Customer Support so they can help you with your issue/questions about your account. 

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  • PAUL STRAUSS

    Can you confirm that messages sent via the Sunshine Conversations API are displayed in the same way as chats and other conversations?

    How do you tie a Sunshine Conversation to a specific ticket? 

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