This article includes the following sections:
- Enabling messaging in your account
- How enabling messaging changes your account
- Updating live chat settings
- Enabling messaging in a new brand
Enabling messaging in your account
After you confirm that you meet the requirements for using messaging, you can enable it in your account. Once enabled at the account level, you can then take steps to activate messaging in the Web Widget. If you have multiple brands, you must activate messaging on a per-brand basis.
To enable messaging on your account
- In Admin Center, click the Channels icon () in the sidebar, then select Messaging and social > Messaging.
- Click the Manage settings button.
- On the Manage settings page, select the checkbox to Enable messaging for your account.
- Under Turn on messaging for Web Widget (Classic), use the drop-down menu to select the brands on which you want to activate messaging.
- Click Save.
Once messaging is enabled at the account level, it appears in your Channels list with Web Widget listed as an active channel.You can now customize messaging for the Web Widget as needed, and create new Android and iOS SDKs for your account.Note: When you create a brand after messaging is enabled, the onboarding experience differs. See Enabling messaging in a new brand.
How enabling messaging changes your account
Messaging is enabled at the account level, as described above. When enabled, a number of changes occur throughout your account that impact related functionality. In this section, we’ll go over the changes to the following account areas:
Web Widget (Classic)
Web Widget (Classic) is the original iteration of the Web Widget, configured through Zendesk Support, that allows you to offer live chat and other Zendesk features to your customers. If you have previously configured Web Widget (Classic) on your account, enabling messaging gives you the option to convert it to the messaging Web Widget on a per-brand basis, or create a messaging Web Widget for a brand that did not previously use one.
Further changes occur when you activate messaging for a Web Widget, which we’ll discuss in Working with messaging in your Web Widget.
Android, iOS, and Unity SDKs
Enabling messaging does not change any previously-configured or deployed SDKs you might be using for Android, iOS, or Unity. After messaging is enabled, you can create new Android and iOS SDKs with messaging. These are separate SDKs from the Classic Zendesk SDKs you've been using so far, and need to be configured and deployed separately.
Answer Bot gains a lot of new capabilities when messaging is enabled. It activates Flow Builder, a tool that lets you to click-to-configure Answer Bot. With Flow Builder, Answer Bot continues to be the first responder to customers, but gains a lot of new abilities as well.
Importantly, Flow Builder includes a default conversation flow, which is published and visible in the Flow Builder page. The default flow begins functioning immediately through the Web Widget when it’s enabled.
If you have multiple brands in your account, Flow Builder is activated on every one of those brands. Each brand has a separate default flow that can be configured independently.
See Adding a bot to your messaging channels for more information.
Agent Workspace gains some additional functionality as well, including enhanced conversation history and responding to messaging conversations at any time. See Receiving and sending messages in the Agent Workspace for more information.
When you enable messaging, there are a number live chat-related changes that apply to both agents and administrators.
For more information, see How enabling messaging impacts live chat settings.
Updating live chat settings
A Chat admin needs to perform the following tasks:
- Organize your agents into groups. For example, you can create a group of agents who handle specific channels, such as messaging, See Adding agents to groups.
- Set up Support triggers to route messaging conversations to these groups.
- Configure Chat limits on the Chat dashboard to control how many active messaging conversations your agents receive.
- Educate agents on the Agent Experience.
Enabling messaging in a new brand
When you create a brand after enabling messaging on your account, you’ll need to add a Web Widget or mobile SDK to use messaging functionality with that brand.
Once messaging is turned on for a brand’s Web Widget, Answer Bot is activated with a basic conversation flow that collects information and initiates an agent transfer, but does not include any self-service functionality by default. The screenshot below shows an example of the basic flow.
You can also activate Flow Builder to create a customized, automated flow for the brand.If you do not want to use the default conversation flow, then we recommend activating Flow Builder prior to enabling and embedding Web Widget or mobile SDKs for this brand.
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! =]
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.
Can I segment people by URL for every flow of chat?
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.
Ingrid R. | Technical Support Engineer - EMEA | Zendesk Certified Support Admin & Guide Specialist
Is it possible to disable AnswerBot on Zendesk messaging ? Can we integrate an third party bot with ZD Messaging ?
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.
Thanks @... for your answer. I will continue with the older web chat.
"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?
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.
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!
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.
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.
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?
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.
Blanca | Customer Advocate
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