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About conversational support with messaging



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Aimee Spanier

Zendesk Documentation Team

Edited Jul 18, 2024


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71 comments

Hi Paolo. How Can I use the API in the image? In the link posted for you I just saw zE function for messaging

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With regards to the topics "Persistent conversations" and "Ticket creation" under part 1.

We experience the "Persistent conversation" that even if the ticket is solved and a new conversation is initiated, the new conversation is added to the existing messaging ticket, so ALL correspondence is saved under one ticket. If the messaging ticket is solved, it's reopened, and if it's closed, a follow up ticket is created. 

How do we proceed with the "Ticket creation" as described in part 1, so we are not stuck with all inquiry via bot appearing in a single  "Messaging ticket"?

  • Tickets are generated for requests received through messaging channels, enabling agents to follow up on more complex requests through Zendesk Support when needed.

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Destiny

Zendesk Customer Care

Hello Tatiana,
 
I appreciate you reaching out to us. If I understand correctly, you're looking to have new customer replies start a separate ticket instead of continuing in an ongoing messaging thread, correct?
 
To accomplish this, one approach involves closing the existing messaging ticket, which then allows a new ticket to be created for subsequent conversations. To streamline this process, you can utilize business rules. We have a specific guide that you can follow to set this up according to your preferences.
 
Here are some resources to help you with setting up the necessary triggers and automations:
 
 
Please ensure you include the condition "Channel is Messaging" when setting up these rules. Let me know if this solution meets your needs.

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Hi Destiny,

Thanks for the elaborate explanation. While it solves that the bot re-enters the conversation, this still leads to the next "transfer to agent" messaging conversation with the same user to be added to the same messaging ticket (follow-up ticket, if closed), even though it's completely unrelated to the previous inquiry that might og might not be resolved. 

Unfortunately, I'm still now sure how to enable "agents to follow up on more complex requests through Zendesk Support when needed." via messaging. 

I guess we need to have a messaging ticket per transfer to agent inquiry? Isn't it how the Zendesk support bot works?

I might have found the answer here, with Mick O'Donnell posting that it's on the road map late 2024: possibility to start a new chat conversation in our bot – Zendesk help

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Destiny

Zendesk Customer Care

Hello Tatiana,
 
I appreciate you detailing your scenario with the new messaging ticket and thread for the bot. I've taken a look at the provided link and can verify that the complete feature you're anticipating is still planned in our product roadmap. The solution I offered earlier is merely an interim measure until the full functionality is developed and rolled out. While I'm unable to give you a precise timeline, please be assured that our product team is well aware of this need. Thank you for your patience and comprehension.

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When a client is talking to us through our platform and then changes the tab (on the web, for example, when they click and go to a different page on our platform as we indicate them to), the messaging automatically inactivates the conversation, and when the client reopens the conversation the bot flow starts over. Is there a way to prevent this from happening?

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Destiny

Zendesk Customer Care

Dear Mayra,
 
Thank you for sharing your case in our community forum. To help pinpoint the reason behind your issue with the Messaging widget, I'd like to delve deeper into what might be happening. 
 
Could it be possible that the end user remained inactive for a duration exceeding 10 minutes, or has an agent assigned to the conversation marked the ticket as Pending or Solved? Such actions typically alter the end user's status to inactive, which, in turn, might lead to the conversation restarting. For insights into chat timeout behaviors, you might find this article helpful: When do chats time out?.
 
If neither inactivity nor ticket status changes are at play here (i.e., the user not being away for more than 10 minutes), then we may be looking at a more significant issue. Should you wish to explore and resolve this matter over email, I am ready to facilitate that by opening a support ticket on your behalf. Let me know how you wish to proceed. Thanks~!

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Hi all,
In order to deploy Zendesk native bot, do we need Sunshine conversations platform? The only need I see is For any API calls say to get some user info, or create a ticket via API when chat support is online, etc., but even for those, I see Zendesk Native bots have the capability to list/call/create tickets, users, requests, etc.

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Hiedi Kysther

Zendesk Customer Care

Hi Sai Karri 

No, you do not need Sunshine Conversation to use Zendesk Conversational Bot (Messaging). As outlined in this article, you only need the following to use Zendesk Messaging: 
 

You may need Sunshine Conversation if you are following a more complex workflow that isn't natively available in Messaging. 

Hope this helps! 

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Is there a setting that will take the customer  back to the beginning of the conversation. A Reset button setting?

Also is there a way in messenger to have an option to go back to the beginning of the conversation in the flow?

 

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Hi,

 

Messaging is being turned on, apparently, whether we like it or not, on 8/27/24.  We currently have a third party app, ada, for our chat bot.  

 

From reading and watching training videos, it seems your messaging performs the same function as ada.  

 

Is messaging ‘required’ to be enabled in order to continue to use ada?  If we enable messaging and then turn it off, will our ada implementation still work? 

 

Please let me know.

 

Thank you!

Marge

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