Administrators must make sure they perform the tasks described in Enabling messaging, in addition to any tasks described in this article.
This article discusses the following topics and areas impacted when messaging is enabled:
- Agent Workspace limitations
- Chat dashboard
- Chat triggers
- Chat routing
- Chat reporting
- Chat-Sell integration
- Chat APIs
- Chat Conversations APIs
Agent Workspace limitations
Chat limitations in the Agent Workspace apply to accounts using messaging.
If your account supports a high volume of chats or has a large number of chat-only agents, check with your Zendesk account representative before migrating to the Zendesk Agent Workspace. For best performance, follow these guidelines:
- Do not exceed 1,300 online Chat agents actively serving chats. If necessary, you can have up to 2,000 Chat agents actively serving chats, but you will need to reduce the number of concurrent chats served on your account to prevent potential performance degradation.
- No more than 4,000 concurrent conversations/with 200,000 total conversations per day.
- No more than 6,000 concurrent visitors with 300,000 total visitors per day
Majority of features supported for Live chat are also available for messaging with slight variation in location / capability.The following table lists the areas of the Chat dashboard with functionality. Feature pages and areas not listed here will still be used when Zendesk Messaging is enabled:
|Section||Functionality moved to messaging||Comparable functionality in messaging|
|Visitors||All||Agents can observe on messaging conversations using Viewer mode on the ticket.|
|History||All||Tickets with messaging conversations can be accessed from views.|
Analytics for Messaging is available in Explore:. See Chat reporting.
|Settings||Departments||Add department button||
Chat departments become groups:
Admin Center > People > Team > Groups.
|Roles||Add role button:
||Roles created in Chat are not applicable to Agent Workspace,Support and Explore.|
||Skills-based routing is not supported for Messaging tickets. See Chat routing.|
|Skills tab - Add skill button:
Web Widget can be managed from Admin Center > Channels > Messaging.
Chat rating is not supported.
Use Guided flows to collect end user input required to identify the customer, nature of issue and other information important for context and routing.
|Personal||Email reports tab:
|Account||Zendesk Support tab:
||Tickets are created for every messaging conversations by default. No configuration required.|
If you have automatic responses set up via Chat triggers for live chats, they may also apply to messaging conversations.
Triggers created with the following conditions and actions will apply to messaging conversations:
- Chat trigger conditions: Visitor department, Account status, Department status, or Chat-related information (all types).
- Chat trigger actions: Send message to visitor.
Chat triggers created with other conditions and actions will not work in conversations when messaging is enabled. Chat triggers are applied only to conversations handed off to an agent.
Additional changes to Chat triggers are described in Chat triggers in messaging.
In messaging for Web Widget or mobile SDKs, when a customer requests assistance from a live agent during a conversation, a ticket is created, and agents are notified in the Agent Workspace that a request has been received.
Routing for Zendesk messaging is based on the Chat routing rules defined for your agents:
- Messaging conversations created when agents are online are routed via the Accept button.The queue will be ordered based on time of ticket creation.
- Messaging tickets conversations created when agents are offline are sent to the Unassigned tickets view or the agent’s Group view. Offline messaging conversations can be assigned to agents as part of triaging, or they can be manually picked up by agents themselves. Agents will receive a notification when messaging conversations are assigned to them.
- Agent’s workload is measured as the number of active messaging conversations assigned to the agent.
- Chat limit is defined as the maximum number of active messaging conversations that can be assigned to the agent.
- Messaging conversation is considered active if it has received a response in the past 10 mins.
- Adjust the Chat Limit of your agents based on activity of the messaging conversations and volume of messaging conversations.
For more information, see Routing messaging tickets and notifications.
For general information on Chat routing rules, which control reqeust notifications, see Setting up notification routing for live chat and messaging.
Skills-based routing is not supported for messaging conversations.
Messaging reports are available on the Support dashboard in Zendesk Explore. For more information, see Overview of the Zendesk Support dashboard.
Your account can leverage metrics associated with Tickets in the Support dashboard and filter by messaging channels.
Key metrics include:
- Estimate staffing - Volume of tickets created per channel, per group, per time period
- Monitor team’s performance - Number of tickets solved, Time to resolution
To view messaging reports on the Support dashboard in Explore
- In any product, click the Zendesk Products icon () in the top bar, then select Explore.
- In the Dashboards list, select Zendesk Support.
If you have integrated your Zendesk Chat and Zendesk Sell accounts, this integration will no longer work when you migrate to messaging. Agents can, however, continue to create leads in Sell from the Support interface, which will include the ticket with the messsaging transcript. See Creating a lead in Sell from Zendesk Support for more information.
Real-time APIs and Incremental APIs are not available for messaging conversations.
|API||Name||Supported in messaging GA (early 2021)?|
NoUse List Ticket API to retrieve tickets created from Messaging
Yes (use Get APIs)
|Goals||APIs not supported||No|
|Routing Settings - Account||
|reassignment.timeout||No (not supported in Agent Workspace)|
|Routing Settings - Agent||All||Yes|
|Chat - Support Chat||All||No|
|Chat - Offline Message||
In addition, the following APIs are supported when messaging is enabled, but will have some specification changes:
|Routing Settings - Account||
|Definition for Chat limit changed to include active messaging tickets.|
|chat_limit.limit||Definition for Chat limit changed to include active messaging tickets.|
|chat_limit.limit_type||Definition for Chat limit changed to include active messaging tickets.|
|chat_limit.allow_agent_override||Definition for Chat limit changed to include active messaging tickets.|
Chat Conversation APIs
Migration to messaging does not apply any code changes to the Chat Conversations API. When you enable messaging, most CCAPIs will continue to work as expected. CCAPI-based chatbots, however, may be impacted, depending on your messaging configuration.
Understanding the impact on CCAPI-based bots
Because Answer Bot is a central part of messaging functionality, CCAPI-based chatbots are impacted when messaging is enabled on a brand. By default, Answer Bot prevents the CCAPI bot from being invoked.
Using chatbots with messaging
If you want to continue using a chatbot on a brand with messaging enabled, you have a number of options:
Option 1 (recommended): Moving to Sunshine Conversation APIs
You can move your existing CCAPI integrations, including CCAPI-based chat bots, to Sunshine Conversation APIs. If you choose this option, we recommend you do so before migrating your account tp messaging.
Option 2: Creating a Support trigger workaround
If you do not choose to move your CCAPI integrations to Sunshine Conversations, you can work around the messaging limitation by creating a Support trigger to assign a chat bot to any ticket created via messaging:
good day, i need to say this is not a good update
First, my shortcuts all gone, and i cannot view incoming chat's content before click "conversation" to serve customer.
also, some message are missing, how can i find out the setting to see location of customer. if i don't click conversation to serve a customer, i cannot see how long this customer wait?
Original page is clear to see all the information, and now i cannot find an option to go back to old version, quite a sad story for me.....
Apologies for the late response.
Messaging , unlike Chat, enables your customers to reach out to your business, even when agents are offline. These messages create tickets which can be found under Unassigned Tickets View. Messaging specific View can be created with Channel is Messaging. Your admins can triage these tickets to the agents. Agents will be able to respond to your customers. Your customers will see the agent's response when they revisit your website.
You can setup auto-responders to set expectations on response time / business hours using Chat Triggers with condition : Account status is Offline.
Enabling messaging does not impact shortcuts. Is this still an issue ?
'Conversation' is used to notify the agents whenever there is new messaging ticket waiting in their queue. Can tell me more about how the content of conversation is useful for picking up conversations in the queue?
Messaging can be disabled from Admin Centre > Channels. More information can be found here.
Chat conversations API will continue to work for messaging in agent workspace. Few callouts
a) A chatbot built using CCAPIs will not be invoked automatically once you enable messaging experience for a brand.
b) CCAPIs for non-chatbot use cases will continue to function and we are not filtering messaging conversation from CCAPIs.
If you still see a need for invoking CCAPI based bot, you can run a support trigger and assign the conversation to CCAPI based bot though this is not a recommendation from Zendesk side because a visitor will see Answer bot interaction followed by CCAPI based bot. Correct workaround for this would be building chat bot using sunshine conversation APIs.
I understand that there's no buttons for CSAT in the Messaging web widget, but is it possible to collect this via an email trigger? i.e. in the same way we would to collect CSAT from an email ticket please?
I am happy to let you know that we have enabled CSAT collection for Zendesk messaging. You can check details in the article here.
Fantastic news @...! Thanks for remembering me. :)
I am running into an issue where the broadcast notification is going to ALL chat agents online and NOT just the agents that are for that specific Brand where the chat is being initiated. How can I limit what agents get the notifications since we don't have agents working across multiple brands?
So is it not possible in Zendesk Workspace suite to route certain skills for specific agents? As chat routing is disabled for messaging? What are our alternatives?
Routing to a specific group of agents based on the type of customer, nature of issue etc is supported for Messaging.
You can follow the steps outlined in this section of the article. Skills-based routing is not supported at the moment. It is on our roadmap.
I am also curious to hear how do you group your agents and how would you like to route messaging conversations.
Does the trigger for incoming Zendesk chats actually work?!
The conditions are any incoming chats are on the Answer Bot Channel OR Zendesk Brand.
Surely this isn't correct.
The trigger serves as a workaround to assign any chat ticket to the chat bot. In the condition statement, just set Brand | Is | [name of your brand] so that the trigger will run on tickets under the brand where Messaging is enabled.
Is it on the roadmap to increase these traffic limits?
Will Skills Based Routing be supported for Messaging in the future?
Is there any update on when CSAT for messaging will be available? 9 months ago it was going to be "soon".
Is there any update on when attachments from end users will be available? It was mentioned it would be "Sometime in the middle of the year" five months ago.
CSAT ratings are available for messaging. See About CSAT ratings in Zendesk messaging.
Skills-based routing and attachments are still being worked on. I don't have an ETA for either feature, but maybe someone else can chime in on that?
There's no such thing as "the agent's Group view", and tickets cannot be "sent" to a view. A ticket can have fields set to make it appear in a view or set of views, but to say "tickets are sent to specific views" is explicitly not how the product works or how views work. Tickets are not sent -- They either show in a view because they meet the conditions, or they do not, and they can appear in many views simultaneously. To say they are sent implies that they would not show up in other views or be available to other agents in other groups, and that's just not at all true or how the system works at all.
Is the expectation that everyone uses views where the group is the main controlling factor in what tickets show?
This isn't remotely how the vast majority of our views are set up, and I think we'd have to rework literally every view to prevent in-progress Messages from just popping up all over the place.
Should Chat Conversations API subscription to incoming messages still work when using Zendesk Messaging? Like when a visitor transfers a conversation to an agent or writes a new message.
I've reached out to our Product Experts about your query and received advice that Chat Conversations API is in maintenance mode and we highly recommend switching to Sunshine Conversations instead. There's a high chance that the API subscriptions through Chat Conversations API are no longer supported/will no longer be supported.
Will there be any form of live dashboard for Messaging? Within Business hours I'd like my agents to provide live chat support using Messaging, but when moving to Messaging I seem to lose the overview of currently served chats, chats in queue + waiting time etc.
(we run a webshop and people still want to contact us directly through chat to change delivery details, order details, check for delivery date,...)
Can anyone here confirm, what details of this article are still up to date? I see that it was last updated in October 2021 - seems that starting November 2021 it was more and more often recommended to go with "Messaging" and not "Widget Classic" > in this article I do see many reasons to consider the Classic Version and not the "newer Messaging"
Feedback in general here for the Zendesk Team: with all the various product updates, it can get quiet overwhelming in your help center here. Maybe in the future, when tools/features are updated, consider removing/editing all relevant articles on that topic ;)
Hi, Yvonne Uder. This article is specific to customers using Zendesk Chat who are migrating (or considering migrating) to messaging, as mentioned in the introduction. That process hasn't changed, so I believe it is currently up-to-date. It's not intended to convince anyone to switch from live chat in Web Widget (Classic) to the Web Widget for messaging, but we do have some documentation that can help clarify the differences, if that's what you're looking for:
Rest assured the documentation team does its best to keep up with the changes to Zendesk products and functionality, and of course we never intentionally leave outdated information in our help center. If you come across an error in our documentation, please let us know by leaving a comment with the specifics so we can fix it. Meanwhile, I'll run this by the messaging development team to make sure it's still accurate.
Will the Zopim API still work with Messaging?
Zopim is now known as Zendesk Chat. The REST API will continue to work as expected and there are no changes in terms of functionality. In Messaging, some Chat APIs are not supported as described in this section above How Zendesk messaging impacts Chat APIs.
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