The continuous conversations feature allows you to automatically send an email notification to customers who abandon a conversation conducted through a messaging Web Widget, encouraging them to re-engage with your agents through their preferred channel.
This article includes the following topics:
About continuous conversations
The continuous conversations feature allows both end users and agents to leave (but not end) a messaging conversation at any time and pick it up where they left off, without the end user losing track of the conversation.
End users may choose to leave a conversation when the expected wait time is high, when your business is offline, or there is a long queue, for example.
With continuous conversations activated, an email is sent to the end user informing them when an agent has left them a message in the conversation (see The end user experience). The continuous conversation email template is localized and translated based on the user's profile language in Support. See How does Zendesk set a language for a user in Support?
To use continuous conversations, your account must meet the following requirements:
- Zendesk Suite OR Support + Chat (Team plan or higher).
- Agent Workspace activated. See Activating and deactivating the Zendesk Agent Workspace.
- At least one agent with Chat access. See About Staff roles in Zendesk Admin Center.
- A support email address.
Consider the following when activating and using continuous conversations:
- The continuous conversations feature is only available when using messaging through a Web Widget, and is not available on mobile devices.
- Continuous conversation emails are based on your email notification template, and can't be edited by the agent conducting the conversation.
- Email notifications are sent when a conversation is deemed inactive with unread messages from the agent, even if the associated ticket's status is Solved. However, they will not be sent if the associated ticket's status is Closed.
The end-user experience
With continuous conversations activated, an end user who leaves an ongoing conversation from a website receives an email when an agent responds, allowing them to easily find and continue the conversation when they're ready. The end user can continue the conversation by responding to the email, or they can return to the website conversation.
The example below describes the default experience when you activate continuous conversations. Here, an end user starts a conversation with a company that is currently offline. If the end user has provided an email, they will receive an acknowledgement informing them that email will be sent when the agent responds. If the end user has not previously provided an email, they will be prompted to provide one. Note that end user email addresses cannot contain accented characters.
Later, an agent responds to the original conversation request. If the message from the agent remains unread until the conversation is considered inactive, an email is sent to the end user with the unread agent’s response.
The email includes the number of unread agent messages, a snippet of the conversation, and instructions for continuing the conversation.
The agent experience
For agents, the entire conversation takes place in the Zendesk Agent Workspace. Continuing with the example above, when an agent returns to work, they are notified that a conversation is waiting for them in their queue, and they can respond to the conversation as usual.
If the agent leaves a message for the end user in the conversation, and the message remains unread by the end user, an email is automatically triggered. When the end user responds, their response is included in the conversation, indicating whether it was sent via email or messaging:
Working with other triggers
If you are using the out-of-office message trigger, you may want to deactivate it when using continuous conversations to prevent sending duplicate messages to the end user.
Activating continuous conversations
You can activate continuous conversations on the Ticket Settings page in Admin Center.
To activate continuous conversations
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings. - Under the Settings tab, select
Switch messaging conversations to
email.
This creates the following active trigger, which you can find on the Messaging triggers admin page:
Deactivating continuous conversations
If you choose to stop using continuous conversations, you’ll need to deactivate both the tickets setting and the trigger created when you activated the feature.
To deactivate continuous conversations
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
- Under the Settings tab, deselect Switch messaging conversations through email, then click Save tab at the bottom of the page.
- In
Admin
Center
,
click
Objects and rules
in the sidebar, then select
Business rules >
Messaging triggers
and open the trigger
Request email for
continuous conversation.
Note: In some Zendesk accounts, this trigger is located in the Chat dashboard. Go to Chat > Settings > Triggers.
- Deselect Activate this trigger, then click Save.