Messaging vs. live chat: Which is right for you?

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49 Comments

  • Rudolph Beaton
    Zendesk Luminary

    Christine - Thanks! I left a comment on that article. Just to be super clear, our team will not consider moving to Messaging until this feature is implemented.

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  • Christine
    Zendesk Engineering
    Hi Rudolph,

    We appreciate your input! Thanks!
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  • Peter P

    Hello!

    I switched over to messaging from live chat but contemplating switching back for now, we currently want to remove the name and email fields from the chat which doesn't seem to be possible in messaging, just wanted to clarify this

    thanks in advance

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  • Christine
    Zendesk Engineering
    Hi Pedro,
     
    You can configure the bot flow step and remove the "Name" and "Email" fields. These are just optional fields. See Understanding bot flow step types under Ask for details section for more detailed information.


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  • Joey

    This article mentions the benefit of messaging "offering the ability to have both session-based conversations as well as ongoing, persistent chats." however, this is not really the case.

    The messaging conversations do not have an "End Chat" button in AW and thus there is no way to end the conversation (session) from the agent side. Ending the chat is what defines the session.

    Also, when transferring conversations to different groups they are not broadcasted (the green accept chat button) and thus the agents in that group are not aware that a chat is waiting for them.

    These are frustrating shortcomings.

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  • Aron Diploma

    How to enable the listing of conversations in Messaging SDK?

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  • Greg Katechis
    Zendesk Developer Advocacy

    Hi Aron! If you're looking to show the message in the Zendesk SDKs, you can see the information for Android here and iOS here. If you're looking for something else, could you provide some additional details?

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  • Aron Diploma

    Hi Greg-Katechis, the `Zendesk.instance.messaging.showMessaging(context)` will open one active conversation by default. I want to enable the MultipleConvo where users can start multiple conversations. Similar to this:

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  • Fiona

    Hi! I'm considering switching over to Messaging but trying to understand all the implications first. 

    I'm unsure what the below means and I couldn't find any reference to it when doing a search of the Help Center:

    Multi-user chat Yes Yes (multi-agent only) Yes (multi-user)
         

    Also, I think this one is out of date:

           
    Proactive messages (client side, e.g. website) Yes No

    I saw that it's now possible to do proactive messages?

    Thanks

    Fiona

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  • Erin Dunklee

    Hi - can I confirm that if we have sunshine conversations we can use the sunshine/smooch Web Messenger widget?

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  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Erin Dunklee welcome to our Community! :) 

    Yes, you are correct. Once you have the Sunshine Conversations, you can start setting up the Web messenger widget.  Here's also a list of the Web Messenger's capabilities that you can build with Sunshine :) 

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  • Lucy Husband

    I am aware that the switch to messaging will happen on 18th Sept 2023, we find Live Chat perfect for our needs and do not want the Flo bot answer steps appearing in our web widget, is there a way to keep the Live Chat in place instead? We need the functionality that when all agents are offline at random times during the day, our live chat can reflect this. I also do not want customers to have to click through to speak to an agent, I do not want to give customers questions before being transferred to an agent?

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  • Joey

    Lucy Husband, "the switch to messaging will happen on 18th Sept 2023" I assume you are talking about a switch that you are making? Live Chat is not being deprecated any time soon afaik.

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  • Kelli Acosta

    I think Table 1 needs to be reviewed. I think some items are out of date, or I'm confused. Remove the Zendesk logo from the Web Widget is an option in my sandbox for messaging.

     

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  • Brett Bowser
    Zendesk Community Manager
    Hey Kelli,
     
    Happy to pass this feedback along to our documentation team. Can you confirm which part of the table seems out of date? Is it just the Remove the Zendesk logo from the Web Widget section? 
     
    Let me know!
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  • Çağatay Kater

    Hello,

    Can the comments below on the our social media posts be answered via messaging? Or can we only answer DM's?

    Thank you,

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  • Chai T.
    Hello Çağatay Kater,
     
    After you add a Facebook account to Support, Support monitors messaging activity on the Facebook account. Each new Wall post (a public message) on the Facebook account becomes a ticket in Support. On Zendesk Suite plans, private messages sent to the Facebook account through Facebook Messenger will also become tickets.
     
    You may refer here for more information, you may check Setting up your public Facebook channel
     
     
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  • Stephen Whyte

    How do I start using Sunshine conversations messaging app instead of the default messaging app?

    1
  • Paolo
    Zendesk Engineering
    Hi Stephen,
     
    The Zendesk Messaging Web Widget was created via Sunshin Conversations. If you'd like to customize it, you can utilize the Sunshine Conversations API. To know more about Sunshine Conversations, please refer to this article. The article contain links to articles about how to set up Sunshine Conversations.
     
    If you have further questions or clarifications about this, I highly recommend reaching out to our Support Team via our Widget. More information here: Contacting Zendesk Customer Support.
     
    Best,
    0

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