When you migrate from Zendesk Chat to messaging, a number of changes are made to your Zendesk Chat functionality.
Administrators must make sure they perform the tasks described in Setting up Web Widget for messaging when using live chat and Web Widget (Classic), in addition to any tasks described in this article.
This article discusses the following topics and areas impacted when messaging is enabled:
Agent Workspace
In the Agent Workspace, messaging creates a well-integrated UI for your agents, with fewer limitations than Zendesk Chat.
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 8,000 concurrent conversations/with 200,000 total conversations per day.
- No more than 6,000 concurrent visitors with 300,000 total visitors per day
Chat dashboard
|
Menu group in Chat dashboard |
Messaging functionality or feature and location |
|---|---|
| Visitors > Simulate chat |
Testing the end user's messaging experience
|
| Visitors > Ban visitor |
|
| History |
Viewing user
history
|
|
Analytics |
Monitoring AI agent
activity and suggesting improvements
|
| Monitor |
Monitoring live agent
activity
|
| Settings > Agents |
Viewing and managing
agents
|
| Settings > Departments |
Viewing and managing
groups
|
| Settings > Roles |
Viewing and managing
roles
|
| Settings > Routing > Settings tab |
Omnichannel
routing
|
| Settings > Routing > Skills tab |
Routing tickets based on agent skills
|
| Settings > Shortcuts |
Macros
|
| Settings > Banned |
Viewing and managing
banned users
|
| Settings > Triggers |
Messaging
triggers
|
| Settings > Goals | N/A |
| Settings > Widget |
Creating a messaging
Web Widget
|
| Settings > Personal |
Viewing and editing
your user profile
|
| Settings > Account > Subscription |
Viewing and managing
plan subscriptions
|
| Settings > Account > Zendesk Support |
Managing messaging
transcript visibility
|
| Settings > Account > SLAs |
SLA
policies
|
| Settings > Account > APIs and SDKs |
Messaging in your
mobile channel
|
| Settings > Account > Email piping |
Messaging
transcripts
|
| Settings > Account > Chat tags |
Automatic ticket
tagging
|
| Settings > Account > File sending |
Allowing attachments
and configuring permissions
|
| Settings > Account > Operating hours |
Business
hours
|
| Settings > Account > Timezone |
Setting a time
zone
|
| Settings > Account > Security |
User authentication
in messaging
Redacting credit card numbers from tickets
|
Chat triggers
If you want to apply automatic responses set up via Chat triggers to messaging conversations, you will need to create new messaging triggers.
The process for setting up messaging triggers is identical as it is for Chat triggers with the following exceptions:
- Triggers are created and managed in Admin Center > Objects and rules > Business rules > Messaging triggers, not on the Chat dashboard.
- Messaging run trigger options are: When a customer requests a conversation, When a message is sent, When a conversation is added to the queue, When a conversation is assigned from a queue.
- Some routing-related actions are managed with ticket triggers.
Chat routing
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.
We recommend using omnichannel routing to direct messaging tickets to your agents.
If you choose to use simple routing for messaging tickets, it is based on the Chat routing rules defined for your agents.
Chat reporting
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.
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 the conversation bot and autoreplies are a central part of messaging functionality, CCAPI-based chatbots are impacted when messaging is enabled and they are prevented 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 to 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:
