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42 Comments

  • Miranda Burford
    Zendesk Product Manager

    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
  • Slava Skorbezh

    @... @... 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
    Zendesk Product Manager

    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
  • Miranda Burford
    Zendesk Product Manager

    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.

    1
  • 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?

    1
  • Miranda Burford
    Zendesk Product Manager

    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.

    1
  • Miranda Burford
    Zendesk Product Manager

    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
  • Slava Skorbezh

    @... 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"?

    1
  • Miranda Burford
    Zendesk Product Manager

    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
  • 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
  • Dream

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

    1
  • Miranda Burford
    Zendesk Product Manager

    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
  • 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
  • Miranda Burford
    Zendesk Product Manager

    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.

    0
  • Chainalysis

    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
  • 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
  • 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
  • Thomas D'Hoe
    Community Moderator

    Hi CJ Johnson,

    Yes they do!

    0
  • Aimee Spanier
    Zendesk Documentation Team

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

    0
  • 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. 

    0
  • Daniel Merriott

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

    0
  • Jordan Brown

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

    0
  • 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.

    0
  • 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.

    0
  • 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.

    0
  • 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 intention, that I think it really needs to be supported better.

    0
  • 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.

    0
  • 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.

     

    0
  • Bram

    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?

    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

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