Receiving and sending messages in the Zendesk Agent Workspace



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Lisa Kelly

Zendesk Documentation Team

Edited May 07, 2025


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40 comments

Hi everyone!

I have a question regarding Messaging. Does anyone know if it's possible to enable the Accept button when a messaging chat transitions from an Inactive session state back to Active?

Currently, we have a trigger that unassigns the messaging ticket and reassigns it to a group. However, when the session becomes Active again, we'd like to notify messaging agents—preferably via the Accept button, Conversation button, or an alert—so that any available agent can accept and continue the chat.

Has anyone found a way to accomplish this? Appreciate any insights! TIA. 

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Hi 1263082225729 FYI, in the first paragraph I noticed the “web messaging channels” link is broken.  It’s pointing to https://support.zendesk.com/hc/en-us/articles/44088277015302

 

-Matt

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Hi Alina, 
The link is fixed. Refresh your browser and try again. 
https://support.zendesk.com/hc/en-us/articles/6937345201562

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Hello,

 

I tried accessing the related article ‘Setting your status for messaging and live chat’ and the page doesn't seem to exist anymore. Can you please provide me with the relevant link? Thank you! 

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Bom dia, estou tendo dificuldades com o envio de mensagens no WhatsApp. Em algumas situações, as mensagens não são enviadas, o que interfere em nosso processo, pois muitas vezes o agente presume que a mensagem foi enviada quando na verdade não foi.

 

Mensagem que aparentemente foi enviada:

A mensagem simplesmente desaparece:

 

Estes são registros antigos, mas representam a mesma situação. Não tentamos obter novos exemplos porque seria preciso registrar um dia inteiro de operação para captar as ocasiões específicas em que o erro acontece.

 

Aguardo um retorno, e espero que possamos resolver este problema.

 

Atenciosamente,

João Victor.

 

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Hi Jason
I recommend contacting Zendesk Customer Support so you can work with someone who is familiar with omnichannel rounting and how it's configured in your account. 

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What is the experience supposed to look like for the agent?

Currently most of the messages sit in the new ticket as unassigned.

 

I did notice a few were assigned but never replied to as they may have been buried in the agents open tickets. Is there any warning, or flashing accept option for the agent to see that they have received the chat, or is this dependant on them refreshing their page and looking for messages? 

 

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Hi Jason 
With omnichannel routing, agents are automatically assigned tickets, you don't have to click Accept.  For information on how omnichannel routing works for ticket assignments, you can start here:  About omnichannel routing.  You can also refer to Omnichannel routing resources for further help. 

If Agent Home is activated in your account, your agents can open Agent Home to see the Messaging tickets assigned to them.  https://support.zendesk.com/hc/en-us/articles/5064623131418

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We have omnichannel routing turned on - does this replace the accept button at top?

When a message gets assigned to an agent, what are they supposed to see? I can't seem to find a resource on the agent experience.

 

Currently all new messages are just being created as tickets in the net ticket view and we are missing 95% of them. 

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Hello, Alex!
 
We haven’t heard back from you since our last update in your ticket. I’m marking this ticket as solved for now but feel free to respond anytime if you need any further assistance and we’d be happy to help you out!
 
Thank you.

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