This article provides some guidelines to help you determine if your account is ready to migrate from live chat to messaging. 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.
Your account must meet the following requirements to use messaging:
- Zendesk Suite OR Support + Chat (Team plan or higher) with the Agent Workspace activated.
We recommend that you review the following articles to learn more about messaging:
This article includes the following topics:
Self assessment questions
| Questions | Checklist |
|---|---|
| Features |
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| Have you built your own chat widget using the Chat Web SDK? |
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Do you use authentication to identify your customers? |
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| Do you use conversion tracking? |
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| Do you use incremental APIs and/or real-time APIs? |
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| Messaging at scale | |
| Do you expect to have over 1000 messaging agents online at the same time? |
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| Do you have more than 500 configured integrations? |
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| Do you anticipate more than 8,000 concurrent conversations/with 200,000 total conversations per day? |
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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 are ready to migrate. See Migrating from live chat to messaging.
1 comment
Marianne H
Yesterday there was a message stating we would be upgraded the following day to messaging despite us not using chat for for one of our companies. We were not worried as the article stated we would get an email if this were in fact true and no such email was received. Came in this morning to find missed chats as messaging turned itself on and angry customers from 3AM were wondering why we were not answering. The button to shut off messaging is greyed out. The ability to unlink the API is not available. There are 3 API's linked to things that are no longer active. There is not a way for us to use this only between certain hours so it is not a viable solution for any of the companies under our umbrella.
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