Activating messaging when migrating from Web Widget (Classic)

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25 Comments

  • Clik Rogan

    Hello!

    In regards to Social Channels - when initially enabling Messaging (not converting web widgets to SDK at this stage) will this impact our social channels? Or will we have the ability to toggle the functionality on/off? 
    If it will change the state of our social channels, do we know exactly what the behavior will be?

    I am currently completing a test by plugging in a staging website into our production agent workspace but do not want to impact the 19 other brands we have connected to Social channels. 

    Any advice? Also - Starting a trial account to test this is not ideal and I do have an understanding that at this stage the compatibility of testing this in the sandbox is not there. 

    Any help would be great! =] 

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  • Daniel Aron
    Zendesk Product Manager

    Hi Clik, yes enabling the messaging beta (even without converting the web widget to the messaging web sdk) will impact your social messaging channels - Answer Bot will become the first responder. There is no way to toggle Answer Bot by channel currently. You can learn more about it here. Please note however that we are working on disabling Answer Bot for social channels so this impact will be removed in the next couple of weeks. My advice would be to wait until this change goes out before enabling messaging.

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  • Yen Tran

    Can I segment people by URL for every flow of chat?

     

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  • Ingrid R.
    Zendesk Customer Care

    Hi Yen,

    You can use brands as a way to segment how your end-users can get in touch with different aspects of your business, and create a specific flow for each.

    You've to be on the Suite plan or on the Zendesk Support Enterprise plan to have multiple brands in your account. Once you do, Flow Builder is activated on every one of those brands. Each brand has a separate default flow that can be configured independently.

    Hope it makes sense to you. Let us know if you have more questions about it.

    Regards,

    Ingrid R. | Technical Support Engineer - EMEA | Zendesk Certified Support Admin & Guide Specialist Zendesk Certified Support Admin

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  • HelloMyBot

    Is it possible to disable AnswerBot on Zendesk messaging ? Can we integrate an third party bot with ZD Messaging ?

     

    Regards

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  • Juraj Jarmek

    Hello @...,

    Hope you saw my reply to your other post for the same question, but I'll repeat it just to be sure.

    With Zendesk Messaging and Flow Builder, we cannot use external bots.

    You would need to use Answer Bot because the integration is built around it.

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  • HelloMyBot

    Thanks @... for your answer. I will continue with the older web chat.

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  • CJ Johnson

      "For example, you can create a group of agents who handle specific channels, such as messaging" 

    How can I do this? There's nothing in group settings that allows you to use a group to restrict access to tickets based on type. Would I have to change every other group to not use a specific channel? 

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  • CJ Johnson

    It would be extremely helpful if Zendesk published an article on how to Enable Messaging on an existing account, with the steps in the logical order one needs. For instance, this article doesn't tell me how to set up the groups for routing, which I imagine I need to do BEFORE I switch it on. I also probably don't want to switch it on, before I have set up Flows. At what point in setup should I disable chat triggers that fire before the agent joins, as apparently that's not supported? If I do it after will it break things?  There's no set of steps to easily follow to get from an active account on chat, to Messaging. This is helpful, but doesn't actually give me anywhere near enough information to know how to successfully swap over from Chat seamlessly. 

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  • Aimee Spanier
    Zendesk Documentation Team

    CJ Johnson:

    You may find the following articles useful:

    Migrating from live chat to Zendesk messaging

    Resources for migrating from live chat to Zendesk messaging

    There is a lot of overlapping information in these articles, so start with whichever appeals to your learning style. Hope this helps!

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  • Hi all

    I am trying to establish how messaging works in terms of routing in the below scenario.

    Customer comes through to an agent who then responds, after a few minutes of no response there is no customer reply (for Whatsapp for example they may be out doing things), therefore would the agent mark the ticket as pending awaiting reply? When the customer replies does it only notify the assigned agent who can then pick up the reply? If they are offline what would happen?

    We see messaging as a near real time channel but giving customers the flexibility to respond when they can, therefore it wouldn't be feasible for an agent to keep potentially 10 tabs open waiting on replies.

    Thanks!

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  • Brenda Cardinez

    Hi there,

    I'm going to bring this into a ticket so we can look into this further with you. You'll receive an email shortly stating your ticket has been created.
    Thank you!

    -1
  • Jeremy Watkin

    If a customer sends us a message and we don't message them back until much later, is the customer required check back on our website? Or do we need to move the conversation to email or perhaps create a trigger to notify the customer that we've responded? Is there a best practice you can point me to?

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  • Blanca
    Zendesk Customer Care

    Hi there Jeremy,

    Thank you for reaching out. May I ask what channel the initial contact from the customer was? When you mentioned "they sent you a message", was it thru WhatsApp, SMS or was it social media or website's contact form? As it depends on how was the initial contact?

    Nevertheless, any initial inquiry should create a Zendesk ticket as long as a trigger is set up based on the channel and default trigger of notifying requester of new request or inquiry is enabled. Please see The Support default triggers for further reading.

    Cheers,
    Blanca | Customer Advocate

    Chat with our live support!

    https://support.zendesk.com/hc/en-us

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  • Grace Stratton

    Is this outdated? I can't see a 'Messaging' section under 'Messaging and Social' in Admin Centre

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Grace,

    Yes, this article is updated. But, to enable messaging, you must have an account with:
    I hope this helps. Thank you!
     
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  • Chen Ming

    Hi,

    Is "Enable Messaging" reversible? Meaning can I turn it on to test it, and turn it off again if I don't want it? 

    Thanks

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Chen Ming welcome to our Community! :) 

    You can definitely enable and disable Messaging depending on your needs, just please note the changes described above that will be happening on your account when you enable or disable it. 

    Or if you have a Sandbox available, you can also test Messaging functionality there. You may check it out here: Using Messaging in your sandbox

    Hope this helps!

    1
  • Chen Ming

    Thanks Audrey!

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  • Lucy Husband

    Hey I am really confused. We use Live Chat embedded on our website, we began with Flow builder but chose to only use Live Chat - does this switch impact this in any way?

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  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Lucy,
     
    Switching/turning on Messaging with Flow Bot would have an impact much more related to the different functionalities that would be offered compared to the Classic Web Widget (with Live Chat).
     
    We would suggest reading this article: Messaging vs. live chat: Which is right for you?
     
    I hope that helps. Thank you!
     
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  • James Skene

    Hi 

    In Web Widget (Classic) I have the ability to add a ticket form within the chat which when used on an external site such as our software platform, includes the url from where the form was submitted from. Is this available in the updated Web Widget (Messaging)? 

    We don't always get url's from customers so having the ability to capture that url at the point they raise an issue is very useful.

    Thanks

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  • Gab
    Zendesk Customer Care
    Hi James, 
     
    You can use the bot builder to create answers for your conversation bots, giving your customers the opportunity to self-serve their support issues before connecting with agents. If you want to include ticket forms/fields where you ask more details from end users, with the use of the bot builder, the Ask for details step can be added anywhere in your flow, which will allow you to choose a custom field you've created in your Zendesk instance. 
     
    Here are some articles that might help: 
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  • James Skene

    Thanks Gab

    I did explore that but from a user perspective, I preferred having the form available in the Web Widget (Classic) and also for my support team, capturing the url automatically is such a good feature that I will stick to the Web Widget (Classic) for now. 

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  • rnally

    I'm running into a caching issue when enabling Messenger. Here is the flow: Classic web widget is being used. the zendesk snippet is cached.  I enable Messenger and merge code to use the Messenger API. A user goes on to my app but the snippet is pulled from the cache and this cached version used the classic web widget not the messenger.  My console complains about trying to use functions that don't exist (ie. Messenger functions against the classic web widget).  This causes issues around authenticating end users, etc.

    I've tried busting the cache by appending a timestamp as a query param to the Zendesk snippet but this doesn't work.  

    For those who have made the switch from classic web-widget to Messenger how have you handled this issue?

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