Recent searches


No recent searches

Allowing customers to continue their conversation over email



image avatar

Aimee Spanier

Zendesk Documentation Team

Edited Aug 27, 2024


5

64

64 comments

image avatar

Joyce

Zendesk Customer Care

Hi Atul,
 
You may consider activating the continuous conversations feature for your use case. When activated, this will create a messaging trigger named Request email for continuous conversations, which can be accessed in the Chat Dashboard. This trigger prompts end users for an email address when they start a chat while your agents are offline/invisible, in order to continue messaging conversations through email.

 
Or you can simply create a messaging trigger in the Chat dashboard with the same conditions as the above image. The trigger in the Chat dashboard has a "Channel" option which will allow you to build a trigger for Chat, Messaging or both:

0


In messaging, when an end user requests to speak to a human and no one is available, where could we adjust the bot message that is sent? We are currently using Messaging triggers to request email for continuous conversations. It sends out an irrelevant message in a language different from the one set up in the bot settings.

Could you guide me on where I can adjust this message? I looked into all messaging and chat settings and could not find anything I could use to edit this message.

 

Also, any message the end-user sends after that is added to the existing chat ticket. The ideal case would be that since no one if available to reply to them, they get back to interacting with the bot and they receive an update via email when their ticket is replied to.

2


I would second Moaz's request for the ability to adapt the message sent and change the language, as using the browser locale does not work for our users in most cases. 

1


Can we use this for social media channel?

0


Please sign in to leave a comment.