Enabling customers to continue their conversation over email

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45 Comments

  • Brian Arvy
    Hi Elyashiv, 
     
    This feature is already deployed and you must meet the requirements to enable continuous conversation via email. Regarding your other question, once you enable Messaging, Chat in the web widget will be disabled. You can also allow your customers to link their ongoing conversations to your supported messaging channel like Facebook Messenger, Instagram, and WhatsApp. See this article for reference: Linking social channels to a Web Widget
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  • Camden Wiest

    Hello,

    I'm hoping this is the right place to ask this. My client is a lawyer and wants her ticket flow to basically works like this: chat bot collects info > creates email notifying my client of the chat along with the info collected (name, email, legal issue) > she then can respond via email directly back to the person who started the chat to their email (not within the live chat). This is because she and her team rarely have time to hop into a live chat but still see a chat option as a superior way to get people's information vs. a contact form.

    As I understand continuous conversation, this should be possible.

    But right now, someone starts a chat with the bot, my client receives an email notification of the chat but there's no collected information within the email and no way to respond to the person who initiated the chat without going into Zendesk.

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  • Julio Cesar

    Camden Wiest, maybe this could help you: https://docs.smooch.io/guide/business-systems/#email. I guess that with Zendesk Sunshine Conversation, you could make an integration between your channels (like chat) and this Business System: #Email and respond them by email with all collected information.

    There's no way to do that with Continuous Conversation.

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  • Camden Wiest

    Julio Cesar so the only solution is a $495/mo add-on? Bummer. Any other ideas that might sort of work in that manner?

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  • Julio Cesar

    Yep, I guess so :(
    I don't have any other idea that could match this.

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Camden, 

    Your client would need to login to Zendesk to respond to the customer. The customer's data would be populated in the ticket. They can choose to continue the conversation over messaging or email , depending on the end-user's convenience. 

     

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  • Francis Morissette

    The "request email for continuous conversation" action works. However, it is sent in ENGLISH to a French workflow (in Messaging, on Facebook Messenger for instance), how can we force French for our French brand?

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  • Sara

    Is the "We're offline..." message supposed to display to the chatter as soon as they request to speak with an agent? I can't seem to figure out how to get that messaging from popping up to the chatter when we are Online and within our hours of operation. This is what it looks like from the customer's perspective.

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  • Prakruti Hindia
    Zendesk Product Manager

    Francis, the language used for the message depends on the end-user's browser locale. The message is sent only for web and mobile messaging, not for Facebook Messenger. 

    Sara, the offline message is sent based on the status of your agents. It is sent only when all your agents are offline. You can manage the trigger which send the message from Chat > Settings > Triggers. The name of the trigger - Request email for continuous conversation can be found in this article. 

    - Prakruti

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  • Francis Morissette

    @Prakruti, please open a ticket then, because I have a screenshot of the message being sent to the Facebook Messenger channel and that is not expected

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  • Sara

    Prakruti Hindia can you please open a ticket because the offline messaging is occurring while agents are in an online state and typically seconds before the agent responds. I've double-checked the chat trigger and not sure how else to remedy the issue.

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  • Steve Lacoss

    Pakruti,  You may want to check the Zendesk schedule associated with the business hours flow that is triggering.  It may be associating a different schedule than what you are using for operating hours. 

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  • Amie

    When reaching out to Zendesk's own support team via Messaging, I get an email when an agent responds that simply tells me to return to the widget. I can neither see the agent's message or reply directly to the email. I assume the Zendesk support team doesn't have this feature enabled, which makes me wonder why, since it seems like a huge improvement to the customer experience. Are there downsides we should be consider if we're looking to enable this?

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  • Francis Morissette

    @AMIE Zendesk uses a custom Sunshine integration for the chat widget, I'm not sure this feature is compatible with that, that would explain why

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  • Gabriel
    Zendesk Customer Care
    Hello Amie, 

    I hope all is well! Zendesk indeed uses Sunshine Integrations and custom development to provide the customer experience for messaging. If you wanna hear more about the solutions provided by acquiring this feature, please reach out to our sales consultants: https://support.zendesk.com/hc/en-us/articles/4408843597850

    I hope this helps! 
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