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

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  • Rudolph Beaton

    Christine Felicia - 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.

  • Christine Felicia
    Zendesk Engineering
    Hi Rudolph,

    We appreciate your input! Thanks!
  • Pedro Cassian


    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

  • Christine Felicia
    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.

  • 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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