To ensure a smooth transition from live chat to messaging, this article provides some guidelines to help you determine if your account is a good fit for the migration. Companies we surveyed found these improvements after moving over:
- Improved team productivity and efficiency
- Faster ticket resolution times and in less touches
If you see any issues of concern for migration, we recommend you contact your account representative or Zendesk Customer Support before migration.
To enable messaging, you must have an account with:
- Zendesk Suite OR Support + Chat (Team plan or higher) with the Agent Workspace enabled. See Enabling and disabling the Zendesk Agent Workspace for instructions on enabling the workspace
We recommend that you review Resources for migrating from live chat to messaging and messaging account requirements, recommendations and limitations.
As product development continues, Zendesk is working hard to make sure migration goes smoothly for all account types. We recommend you refer to this article periodically for updates.
This article includes the following topics:
Self assessment questions
| Questions | Checklist |
|---|---|
| Features |
|
| Have you built your own chat widget using the Chat Web SDK? |
|
| Do you use proactive messaging or the visitor list for agent-initiated conversations with customers on your website? |
|
| Do you use the agent mobile app to respond to customers? |
|
| Do you block or ban users, IP addresses or domains? |
|
|
Do you use authentication to identify your customers? |
|
| Do you use skills-based routing? |
|
| Do you depend on additional customer information received with Chat such as location information or system information? |
|
| Do you use conversion tracking? |
|
| Do you use incremental APIs and/or real-time APIs? |
|
| Messaging at scale | |
| Do you expect to have over 1000 messaging agents online at the same time? |
|
| Do you have more than 500 configured integrations? |
|
| Do you anticipate more than 4,000 concurrent conversations/with 200,00 total conversations per day? |
|
Next steps
If you answered Yes to any of these questions, contact your account representative or Zendesk Customer Support to help you further evaluate your account and provide assistance with the migration. If all your answers were No, you should be a good candidate to migrate. See Migrating from live chat to messaging.