Serving chats in the Zendesk Agent Workspace

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46 Comments

  • Nico Bartolomeo

    Thanks Michael Rieder, we do have that set up — the issue above is with chat triggers specifically, and the best way to enter their information while already in a chat with them.

    From the article:

    If the chat is started by a proactive trigger, the pre-chat form requirement is bypassed and chats can be created without users having to fill in their name and email address

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  • Natsumi

    Sharing similar feedback/confusion that Hannah voiced. Is it possible to have Messaging and Chat enabled at the same time? I don't understand how we're supposed to switch between these channels if they're "two distinct offerings." If only one can be enabled, then what can we make of the triggers in the Chat dashboard that are for "Channel: Chat and Messaging"?

     

     

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  • Anne Ronalter
    Zendesk Customer Care
    Hello Natsumi,

    Even with Messaging enabled, customers / you can still access the Chat product. 

    In the Agent Workspace you can switch channels within the tickets.
     
     
    In regards to your questions about Chat triggers in messaging, you can find more details here:
    https://support.zendesk.com/hc/en-us/articles/4408822204698-Chat-triggers-in-messaging 
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  • Pedro Rodrigues
    Community Moderator

    Hi Natsumi and Hannah Voice, this can be confusing indeed! Here's hoping I can clarify this (from my own experience setting both channels up simultaneously).

    We can indeed have both channels/setups active, but we won't be able to switch from "Messaging" to "Chat" and vice-versa during the same user engagement (or ticket ID). The end-user is either contacting us via one or the other.

    How can both coexist in Agent Workspace?
    Let's assume we have multiple Brands. We can therefore enable Messaging for one brand, which shows as "Web Widget" in Admin Center » Channels » Messaging and social » Messaging (yoursubdomain.zendesk.com/admin/channels/messaging_and_social/channels_list); and Chat for another brand, which enables "Web Widget (Classic)" in the same section in Admin Center.

    Example:

    Having these two widgets active means we can receive chats via both Messaging and classic web widget within the same Zendesk account (and with Agent Workspace enabled). In other words, users can contact us via these two channels, but they are different and unrelated.

    To illustrate a bit more, here's a classic chat conversation with end-user "John" in Agent Workspace:

    And a messaging conversation with end-user "Mary" in the same Agent Workspace:

    However, if a user contacts us via one of these channels, we can't choose to change the channel to the other (as it isn't available/possible).

    In our examples above, we can't change the channel to "Chat" on our conversation with Mary, as she didn't engage us via the classic widget:

    We can't change the channel to "Messaging" on John's conversation either, for the same reason:

    I hope this clarifies things a bit... Let me know if it doesn't 😅

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  • Natsumi

    Hey Pedro Rodrigues thanks for all of the helpful information. From your example, is it correct to say then that if we're only using on brand, then we would only have either Messaging or Chat? 


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  • Pedro Rodrigues
    Community Moderator

    Hi Natsumi, sorry for any delay getting back to you. That's right, as we're only allowed one widget per Brand, at least for now.

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  • Maky

    Hi guys!

    I have this problem when the chat is transfer to another agent:

    "End chat
    This will close the current session. Would you still like to end the chat?"

    I have all as Michael Rieder said here but nothing! 

    Both Agents are online on the same group, the department is enable to chat, both agents are enables to chat... and nothing!

    Any other idea?

    Thanks!

    Maria

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Maky
    I'm sorry you're having trouble with the transfer. I recommend contacting Zendesk Customer Support so they can help you troubleshoot the issue. 

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  • Maky

    Hi Lisa Kelly

    I solved the problem!

    I tell you what happened to me; the groups inherited from the old instance before the switch to the agent workspace did not work for the chat transfer, they only work for the assignment but once the chat is in progress if I want to transfer the chat it gives me the error reported earlier. I had to delete all groups and redo them one at a time, that's the only way it worked.
    Tip!: for the switch to agent workspace, redo all chat groups from scratch!

    Cheers!

    Maria

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Maria
    I'm glad it's fixed! But, I'm sorry that you had to redo all your chat groups! The migration wizard is supposed to take care of that automatically (if requested), but it looks like that didn't happen in your case. Do you recall what version of Chat you are using? So I can give more details to our Product team. See Determining your Zendesk Chat account version

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  • Annie Infante

    We experience latency issues whenever more than 2 tabs are open (which is unavoidable given the queue and need for after-chat work).  All other tools open or sites that we navigate outside of Zendesk Agent Workspace are working as per usual.  May I know what's causing this issue? Is this a known Zendesk limitation? Network and Hardware minimum requirements are met I believe but as long as we have more than 2 tabs open - problem starts. Can someone assist ?

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  • Lila Kingsley

    Just commenting that it would be nice to mention in this article that the visitor path info we are used to seeing in legacy chat (not on the agent workspace) is still available, and lives in the Context Panel.

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  • Lisa Kelly
    Zendesk Documentation Team

    Hi Lila
    We show and describe this in the main article about the Agent Workspace.  See Key elements of the ticket.

     

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  • Lila Kingsley

    Lisa Kelly Yes, I'm just saying it would be good to mention it in the article above as it's an important part of serving a chat for many agents.

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  • Shu Anne Tio

    we tried to transfer the chat to another online agent.

    there was no option to assign the chat to the other agent even though both were online.

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  • Michael Rieder

    Shu Anne Tio

    We also had this behavior when we introduced chat 2 years ago.
    The solution was that we had to activate more than one department for chat, if I remember correctly. Anyway it does not seem intuitive but there is a solution.

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