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41 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 intention, 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.

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  • 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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