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33 Comments

  • Thomas D'Hoe

    Hi, is this only available for public helpcenters? Or also for redtricted helpcenters?

    0
  • Trina

    What reporting metrics are available in Explore? Is there a way to see how many people go through the flow?

    0
  • Dave Dyson
    Zendesk Community Manager

    Hi @..., your Help Center needs to be public to use Messaging.

    0
  • Dave Dyson
    Zendesk Community Manager

    Hi 421710464994, Here's where you can find messaging reports in the Support Dashboard:

    Chat reporting

    If you're on the Enterprise Suite plan with Explore Enterprise, you'll also have access to live data widgets that include messaging: Live data widgets for Explore dashboards

    -1
  • Daniel Merriott

    Hi is this possible to enable for a trial account please? I have a Suite trial with a public help centre and agent workspace enabled but I don't see any options to access or configure messenger.

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  • Miranda Burford

    Hi @...,

    You should be able to enable messaging on a Suite trial account.  If you haven't already, please try disabling & enabling Agent Workspace to see if that helps (that's worked for others).  If not, please let me know and I'll create a ticket so we can investigate your subdomain.

    Thanks,

    - Miranda.

    1
  • Daniel Merriott

    Hi @.... That has indeed helped - thanks very much!

    0
  • Dream

    My instance does not have an attach file button at Zendesk Messaging Widget. How could I get that button?

    1
  • Miranda Burford

    Hi @...,

    Unfortunately, we don't support the ability for end users to upload files/attachments as yet.  It's on our roadmap for future consideration and will likely be released sometime around the middle of the year.

    Thanks,

    - Miranda.

    2
  • Maksym Bukshovan

    Hi Team.


    We are currently integrating Zendesk Messaging into our app and I have one question.
    Is it possible for agent to write first ? What I'm asking. When user enters the app , agent sends him some message even before user enters chat ViewController.

    Thank's

    0
  • Cheeny Aban
    Zendesk Customer Care

    Hi Maksym,

    As of the moment, there is no native way to send proactive messages to the customers once they entered the app or your site. We can only send proactive messages once the customer loaded the widget. But we understand your need for this functionality so we will be marking this comment as Product Feedback.

    We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

    -1
  • Tomoya Kitayama

    Hi,

    Can you update the roadmap of this article?

    • No user authentication: It is not currently possible for a business to verify the identity of a user. We expect to remove this limitation, and provide user authentication capabilities in Q2, 2021.

    We really want to use this feature, but Q2 is over now.

    1
  • Miranda Burford

    Hi @...,

    Thank you for alerting us to this!  Authentication is now planned to be delivered by the end of Q3 2021.  We'll make sure this article gets updated.

    Thanks,

    - Miranda.

    1
  • CJ Johnson

    How do agents pick up Messages? Do they still see the flashing icon that a new "Message" is waiting, like they did for chat? 

    0
  • Aimee Spanier

    Hi, CJ Johnson. You can find the information about the agent UI for messaging in Agent Workspace for Zendesk messaging.

    0
  • Thomas D'Hoe

    Hi CJ Johnson,

    Yes they do!

    0
  • Akhila

    We are currently integrating Zendesk Messaging into our app, how I add  show/hide/activate methods in the web widget in my current page. is  there any option for hiding the messaging launcher?

    0
  • Miranda Burford

    Hi @...,

    You can find the messaging Web SDK APIs here, https://developer.zendesk.com/documentation/zendesk-sdks/sdks/web/sdk_api_reference/.  Open & Close may work for your use case today.  We are planning to introduce a way to hide the messaging launcher later in the year (via a new Admin setting) so you should be able to use that in conjunction with the open & close APIs to meet your needs then.

    - Miranda.

    0
  • Tomoya Kitayama

    Hi @...

    It is possible to set user email to the messenger email input box via API or cookie?
    https://developer.zendesk.com/documentation/zendesk-sdks/sdks/web/sdk_api_reference/

    Our system has user email, and we want to avoid this user process, system set it automatically.

    0
  • Akhila

    Hi Miranda,

    Thank you very much!. show and hide options are work. is possible to send the customer details dynamically to a ticket in Zendesk messaging like automatically filled the user email /phone in the web page.

     

    0
  • Shayne Traqueña
    Zendesk Customer Care

    Hi Akhila,

    It will be possible to use custom launchers with the new Messaging Web Widget but it will be a slightly different implementation to the classic Web Widget and is not live in production yet. As mentioned by my colleague, the messaging launcher will be implemented later in the year.

    I hope this helps!

    --

    Shayne

    0
  • Miranda Burford

    Hi @... & @...,

    You've both asked the same question here about intelligently pre-filling customer data within messaging.  Messaging doesn't support authentication as yet but we have plans to do so later this year.  This will include an API that you can use to identify users and pre-fill customer data.

    Hope this helps!

    - Miranda.

    1
  • Вячеслав Скорбеж

    @... Is it possible to make Answer Bot unactive if user's language is not supported? I mean not to ask customer "please try to rephrase"?

    0
  • Giuseppe

    Hi Slava,

    Looks like this option is not possible natively, but there is a system in place for translation-related workflows in Flow Builder which is the Automatic Translation:

     

    This can be accessed by following the instructions below:

    1. In Admin Center, click the Channels icon () in the sidebar, then select Bots and automations > Bots.
    2. Locate the brand for the flow you want to update, and click Edit flow.
    3. Create your flow in its selected default language.
    4. At the bottom of the page, click Settings.
    5. Click the box to enable automatic translation.
    6. Click Publish at the bottom of the page.

    How this'll work is, the Answer Bot messages will be translated automatically based on the user's selected browser language, so this should prevent/lessen language issues when interacting with the Answer Bot.

    For more information, see Enabling automatic translation in Flow Builder

    0
  • Miranda Burford

    Hi Slava Skorbezh,

    As Giuseppe mentioned, this isn't possible today but it is something that is being considered for the product roadmap within 2022.

    Thanks,

    - Miranda.

     

    1
  • Blake Eddins

    Hi Miranda,

    3 months ago you wrote about authentication being delivered by end of Q3.  Hoping you have good news on the status of this feature.  Thank you!

    Hi Tomoya Kitayama,

    Thank you for alerting us to this!  Authentication is now planned to be delivered by the end of Q3 2021.  We'll make sure this article gets updated.

    Thanks,

    - Miranda.

    0
  • Вячеслав Скорбеж

    @... @... Thanks for your answers. As for now, Messaging doesn't support even languages that legacy Zendesk products support. Our clients are chatting with us mostly in Ukrainian, Russian and English. The Ukrainian language is supported by Zendesk Chat, Zendesk Guide and Agent Workspace. But still no support in Messaging. It would be great to use Messaging as a product, of course with limitations for such languages (I mean hard-coded flows including CSAT collection). 

     

    2
  • Miranda Burford

    Hi Blake E.,

    Nice to hear from you.

    3 months ago you wrote about authentication being delivered by end of Q3.  Hoping you have good news on the status of this feature.  Thank you!

    Unfortunately, we've had some delays and Authentication for messaging has now been moved to Q4.  This is still a priority for us and we are hoping to have it released as quickly as possible.  Stay tuned.

    - Miranda.

    -1
  • Bram Goossens

    Hi, when will the authentication be ready for Messenger? It was promised to be delivered in Q2 (by implementation team). Now its already Q4. Any update?

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  • Miranda Burford

    Hi @...,

    Thanks for your question!  Authentication is a top priority for us within messaging but unfortunately, it's been pushed out until later this year (within Q4).  Stay tuned!

    Thanks,

    - Miranda.

    0

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