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

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  • Thomas Crosson

    What is the best way to deal with a message request that is not served by an agent during business hours? If an agent does not reply, can you automate this with a trigger?

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Thomas,

    Messaging, as a channel, is always available to the customers. It is important to set expectations and collect enough information for the agents to resolve the issue. 

    For this, we can build out a flow in Flow Builder to collect more information from the end-user such as name, email or nature of the issue. (More information here). I would suggest capturing this information , irrespective of whether agents are online / offline. 

    In order to set expectations, we should setup auto-responders. (More information here).

    You can create a view for your agents to pick up Messaging tickets created when the agents were offline with this condition - Channel is Messaging and Status is New.

    - Prakruti

  • Angga Kho


    In this article:, it was stated:

    >Agents and customers cannot currently attach files to messaging comments.

    Can you please clarify on this point since it was explained in the table comparison above.

    I'm also confused on why this feature is not enabled by default? Attaching files like screenshots are very important for customer support application, it seems like a big oversight not including this feature. 


  • Miranda Burford
    Zendesk Product Manager

    Hi @...,

    Agents can now send files & images to the end user.  We'll make sure that the help article you flagged gets updated.  Thanks!

    The ability for end users to send files & images to the agent will be coming very soon (within the next couple of months).  Agree that it's a very important feature!

    - Miranda.

  • Oscar Maynard

    Hi, I can't find any documentation about whisper mode beyond the mention in this article?

  • Samantha Sussman

    I started playing around with Messaging on my zedesk account, but prefer to go back to using Chat. Even after I disable messaging in the admin center, chat is still not working how it used to before I started testing messaging. How can I get back to using chat?

  • Miranda Burford
    Zendesk Product Manager

    Hi Samantha Sussman,

    Thanks for your message.  Can you please confirm that you have successfully disabled messaging by following the instructions here?  After doing so, please let me know if Chat is still not working as expected and provide details/screenshots of what's happening.  I'd be happy to investigate further.


    - Miranda.


  • Samantha Sussman

    Hi Miranda-

    Yes I have disabled messaging. I am still not seeing the chat dashboard behave as it used to. For example, I don't see anything on the Visitors page, and there is a message at the top that says "Your account is on the Zendesk Agent Workspace. You can see incoming and currently served chats on this page." However the Zendesk Agent Workspace doesn't show site visitors like the Visitors page used to. I used to use this page to manually send messages to certain site visitors, but I can no longer do that.

  • Hiedi Kysther
    Hi Samantha, 

    Based on the prompt you are getting in your Chat Dashboard, you are most likely still in Agent Workspace. After disabling Messaging please disable Agent Workspace in your account. Here's how you can disable it:

    1. In Admin Center, click the Workspaces icon () in the sidebar, then select Agent workspace > Agent interface.
    2. In the Agent workspace section, deselect the Enable the Agent Workspace setting.
    3. Save your changes.When the workspace is successfully disabled, a warning message appears

    For more detailed steps on how to disable Agent Workspace, you may check it here: Disable Agent Workspace

     I hope this helps! 
  • Timothy Beutler


    Sorry for my confusion, but I see a lot of terms thrown around in various articles and need some clarification.

    AFAIK, there is Legacy Chat, Live Chat, Web Widget (Classic), Web Widget, and Messaging. 

    From what I can tell, Legacy Chat is basically out of use now.

    For the rest of it, it's confusing to know things like:

    - what's the real difference between Web Widget (Classic) and Web Widget?

    - Does Messaging fully replace Live Chat?

    There are a lot of things we like about the Web Widget (Classic) that don't exist in Web Widget, for example, like enabling customers to submit a contact form via the chat window.

    We also don't want live chat at all, but want to use the Web Widget to offer articles to users or offer a contact form. So, we should use the Web Widget (classic) and not the new Web Widget, correct?

  • Dainne Lucena
    Zendesk Customer Care
    Hi Timothy!
    With regards to the difference between Web Widget (Classic) vs. Web Widget, you may be referring to Web Widget (Classic) vs Web Widget Messaging.

    Both actually are the same. It's just that the Web Widget Messaging has more features. For example, Web Widget Messaging can use Messaging. It can also be used with Answer Bot with Flow Builder. 

    Messaging doesn't replace it. Technically it can upgrade it since you can use Messaging works with multiple channels. In Messaging you can have Chat, Whatsapp & Facebook Messenger. With the Web Widget classic, you can use those features too but it'll be on separate integrations. So you need to set up one channel for Whatsapp, one channel for Facebook & etc. 

    If you are considering migrating to the Messaging version of the Web Widget, I would suggest checking out this article which would provide more of a comparison between the two in detail: Messaging vs. live chat: Which is right for you?

    Let me know if you have any additional questions.

    Dainne Lucena | Customer Advocacy Specialist

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