About conversational support with messaging

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67 Comments

  • Miranda Burford
    Zendesk Product Manager

    Thanks @....  That's useful feedback.  We've made a note of that on our side for future consideration.

    - Miranda.

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  • Daniël Nieuwendijk

    Messaging lets you have rich conversations

    Rich is good, but how about fun? Can you add buttons for customers to add emojis and gifs to the conversation? Really, emoji is such a standard tool for conveying meaning and intent, that I think it really needs to be supported better.

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  • Miranda Burford
    Zendesk Product Manager

    Thanks for the suggestion, Daniël Nieuwendijk.  It's currently possible for end users to use the system keyboard shortcuts and enter emojis into the conversation but agree that an emoji selector would make this more seamless.  We'll log this feedback for future consideration.

    Thanks,

    - Miranda.

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  • Bruno Cabral

    On Zendesk product update page, user authentication on messaging is said to be completed and there's a link to this article

    (https://www.zendesk.com.br/whats-new/)

    But it seems that this article and the one about messaging limitations (https://support.zendesk.com/hc/en-us/articles/4408822351642) are not updated yet 

    Can you confirm that? Can you provide more info on how that will work?

    Cheers

    Bruno

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  • Miranda Burford
    Zendesk Product Manager

    Hi Bruno Cabral,

    Authentication within messaging is yet to be completed. We are currently working on it and expect it to be released to customers early 2022.  Apologies for the misunderstanding.  What's new showed a sneak peak of what's to come!

    I agree that our documentation isn't as clear as it could be.  I'll chat to the team and see if we can publish a useful guide of what to expect for Authentication within messaging.  Thanks for your feedback!

    - Miranda.

    -1
  • Austin Kang

    Hi our company is using zendesk api. Is it possible to clear chat history manually? We need to show clean empty screen whenever different user logs into the app. Currently, past conversation remains regardless of different users logging in and logging out. 

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  • Miranda Burford
    Zendesk Product Manager

    Hi 강동영,

    Hi our company is using zendesk api. Is it possible to clear chat history manually?

    Unfortunately, we don't currently have an API available to do this within messaging but we do have a 'Forget History' setting available within your Web Widget Admin settings.  Screenshot below.  This will remove the conversation history and start fresh every time.

    I will log your API feature request for future consideration.  Hope this helps!

    - Miranda.

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  • Yin Golden

    所以消息传递是代替了原来的chat功能是吗?

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  • Arianne Batiles
    Zendesk Customer Care

    Yin Golden 你好, 是的。你可以在消息传递随时与您的客户聊天同时透过机器人提供更好的帮助。 

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  • Xin

    Hi Miranda Burford

    If I understand it correctly, currently messaging does not support authentication, so we cannot automatically let our authenticated user (in our product) auth in to messaging, instead they will have to manually enter their email. Is this true?

    I noticed that when I try to raise a chat ticket from Zendesk "get help", I didn't have to enter my email manually, how did we achieve that?

    Thanks!

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  • Miranda Burford
    Zendesk Product Manager

    Hi Xin,

    That's correct.  Authentication isn't currently supported within messaging but you can read more about our upcoming plans here, https://support.zendesk.com/hc/en-us/articles/4412967699098.

    Hope this helps!

    - Miranda.

     

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  • Kellen Cox

    Good day, 

    Is there anyway for us to control how many customers can message us through the widget at one time? We don't want customers to have a long queue wait and would rather redirect them to fill out a form if our agents are all occupied with a longer wait. Also, is there no way to include other custom fields besides Email and Name when requesting customer info through Messaging form? 

    1
  • 立松貴央 TakaoTatematsu

    Miranda Burford

    I could not see this page.
    https://support.zendesk.com/hc/en-us/articles/4412967699098

    Where can I find out about Messaging's upcoming plan information?

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  • Dave Dyson
    Hi Takao -
     
    As of January 2022, end user authentication has been available for all Zendesk customers who have messaging enabled. Detailed support documentation is listed below:
    • For Zendesk Admins implementing end user authentication, a detailed guide can be found here.
    • For the developers of Zendesk customers, detailed developer documentation can be found here.
    • For Zendesk Agents, this guide can explain the impacts on the agents' experience.
    1
  • Freyja

    Hello! We want to activate Messaging to implement Flow builder in our actual widget. We don't want to activate Chat Live (not necessary at the moment). Can we activate messaging without the Chat? Thanks!

     

    0
  • Arianne Batiles
    Zendesk Customer Care

    Hi Freyja,

    Yes, messaging is a different experience from live chat. When you activate messaging, agents s can continue their conversations with customers asynchronously without the need to be online.

    To better understand how the messaging feature works in comparison with chat, you may check this article: Messaging vs Live Chat: Which is right for you? 

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  • Rebeca

    Hi I've been looking into enabling messaging for our team. 

    Is there a way to avoid messaging going live for end users before we are ready to set live? unintentionally we set the messaging live and received messages from customers when we were not ready and I would like to avoid this.

    Also, how do you manage to authenticate users? 

    Thanks in advance

    0
  • Dane
    Zendesk Engineering
    Hi Rebeca, 

    You can enable messaging without enabling it for the widget. Just make sure that no brands are selected on the Manage Settings for Messaging.
     


    For the authentication, please follow the steps in Authenticating end users in messaging for the Web Widget and mobile SDK.

     

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  • Damara Allen

    Is it possible to have two instances of messaging on a website? We have customers and freelancers and we would like to have one bot for customers and one for freelancers. If this is possible, can you direct me to a resource for how we'd set this up?

    0
  • Joyce
    Zendesk Customer Care
    Hello Damara,
     
    It is not possible to have two instances of messaging widgets on a website. However, when building your bot builder, you can present options and build your customer and freelancer bot flow from there.

     
    You can visit this article for more information about understanding the answer flow step types.
     
    Hope this helps!
    0
  • Helen Wright

    Hi
    When messaging was turned on, our tickets have no contact details.
    How can we recover these details so that we can respond.
    We have turned the function off until you can offer a solution.

    Thanks

    Helen

    1
  • Borja Cuadrado

    We are planning to migrate from chat to messaging several of our client's instances, but we have a main blocker, metadata use with the new messaging widget.

    Some months ago we got this message from product manager: Both the Ticket Field metadata and tags will be natively available within messaging and will not require an API, which is the case with Chat right now.

    Could you tell us when is it going to be available?

    0
  • Chen Ming

    With Messaging, can we use our own web widget instead?

     

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  • Greg Barra

    Hello, our team just enabled Messaging and updated the snippet to improve the experience within our product. However, when this change was made, it seemed to break the web form used through the 'Submit a Request' button. When attempting to submit a request through the web form, it doesn't redirect the user to another page. Instead, we only observed a brief flicker and remained on the same page. No ticket was submitted.

    Would these two things be related? Has anyone experienced this with a web form?

    0
  • Mike DR
    Zendesk Customer Care
    HeyA Greg! The ticket form in a widget is only available for the Web Widget Classic (Old Version) messaging does not support the ticket form in a widget.
    0
  • Testing

    Hi! There is a way to know when messaging/live chat is offline using developer API?

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  • Paolo
    Zendesk Engineering
    Hi Testing,
     
    You can utilize the Agent Status Counts to determine if live chat is offline. This will return the number of agents that are currently online, away, or invisible. If there are no online agents, it means that the whole chat account is offline. For messaging, I'm afraid that there is no API endpoint for it yet.
     
    I hope this helps!
     
    Best,
    Paolo | Technical Support Engineer | Zendesk
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  • Testing

    Thanks for answering Paolo. I need to hide the bubble chat when chat is offline. I scheduled a business hours and I get the offline message when is outside hours but can I hide the bubble instead send a offline message?

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  • Testing

    We use web widget classic but Zendesk sent a mail about update to Zendesk Agent Workspace and now live chat is messaging. We used this code in js to hide the bubble chat but in messaging we dont have departments

    let status = departments.getDepartment(CSDepartment)["status"];
                        if (status === 'online') {
                            $zopim.livechat.button.show();
                        }else{
                            $zopim.livechat.button.hide();
                        }

    Is there a way to do this with groups or messaging chat to hide the bubble chat when is offline?

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  • Paolo
    Zendesk Engineering
    Hi Testing,
     
    For Messaging widget, you may use the following codes in this document: Core messaging Web Widget API. If the Content.data.agents_online = 0 > This means, no agent is online to take the Chat, then set your Widget to set your widget to Close. Your code in response to the agent online count to 0, run the following function > zE('messenger', 'close');

     
    If you have any clarifications or further questions regarding this, I highly recommend reaching out to our Support Team for us to better assist you. More information here: Contacting Zendesk Customer Support.
     
    Best,
    Paolo | Technical Support Engineer | Zendesk
    0

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