Introducing messaging

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68 Comments

  • Aimee Spanier
    Zendesk Documentation Team

    Hi, Ryan Lainchbury.

    Messaging conversations don't "end" in the same way live chats do. They're more persistent, and are tied to tickets more closely, than chats. In a nutshell, to truly end a conversation, you need to close the ticket associated with it, but it is a little more nuanced than that.

    There are a few articles that you might find useful:

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  • Dave Dyson
    Zendesk Community Manager

    Hi @...,

    You can merge user profiles, so that one profile contains all the various contact information for that user: Merging a user's duplicate account. Hope that helps!

     
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  • Josh

    Not sure where to post feedback on zendesk messaging (vs zopim chat) so ill do it here:

    Horribly jumpy, the UI from a customer side kinda stinks. It moves super fast. Has anyone ever wrote into zendesk support using the bot? It flies all over the place. 

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  • T Do

    I'm trying to add an email address to a profile in a Twitter DM ticket to leverage conversation messaging. When I do that, I get an error that this particular email is already being used by another ticket (which it is. I have a test support/email ticket with that email that previously came in.) What I'm ultimately trying to do is pivot from my Twitter DM to email similarly to what I saw on a video. Likewise, I tried to add a mobile number to pivot between Twitter DM to an SMS. I received a similar error.

    Can someone help me understand what I'm doing incorrectly? (This could be very likely a user error.)

    Confirming, I'm currently using agent workspace.

    (So sorry for the newb question.)

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  • Qin Brian

    The function of messaging is free or charged?  How to charge? 

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  • Prakruti Hindia
    Zendesk Product Manager

    The expected result of this trigger is that the designated group receives and serves the respective chat (messaging group routing)  ? 

    Yes, that's correct. Only the agents in the designated group will be notified of an incoming conversation. 

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  • Miranda Burford
    Zendesk Product Manager

    Hi @...,

    Thanks for your feedback!  Right now, when the end user dismisses the launcher text, it's dismissed permanently.  Would you expect it to come back for every new browser session?

    Thanks,

    - Miranda.

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  • Megan Lalock

    @... 

    What would be ideal, is to make the ability to create triggers that associate with people's groups for messaging. Meaning like how I set my trigger up originally that doesn't work. If the customer picks "Customer Service" then it's routed to the "Customer Service" group based on the string used in messaging. That's just one way, or you could even make specific "groups" to handle messaging if you do like a messaging dashboard like how you have chat. 

    In regards to the chat triggers for auto-responders, this wasn't working from what I tested with messaging. If it was after hours, the message would just sit there and would only send the " Auto Response" after I accepted the message in the queue. If it sat there, the auto responder would not work. Furthermore, the auto responder trigger doesn't show on the ticket that was created for that chat which I think could lead to some issues down the road. 

    Is the assumption correct that Chat will basically go away and the new "chat" will be messaging?

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  • Santiago Gandolfo
    Community Moderator

    Hi, I have a couple of new questions:

    1. Is it possible to have multiple different widgets for one single brand?

    2. Is it possible to identify the user without them having to submit their name and email every time they open a new conversation that opens a new ticket?

    Thanks!

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  • Anton Verhelst

    Hi, I was trying out the new messaging and noticed customers can be routed to an agent even when no agent is online. The request will just be added to the request queue, but when I don't have agents online, I rather not want customers to be able to be connected to agents.

    Currently, messaging conversations are removed from the queue after 10 mins. Typically, we have seen that customers do not wait more than 5 mins to receive a response. The thought process was to give preference to customers who are recent and are still waiting on the website to receive a response. I would like to get your thoughts on it. 

    Surely it's not best practice to have customers wait 5 or more minutes without updates? Why is online/offline no longer an option?

    Is there an option to work with an offline form like in the "old" chat?

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  • Bram

    How can we make sure that in the queue only the tickets are included that are part of the brand of that specific agents. Now its seems that tickets in the queue are assigned to the agent that ticks on the button. 

    We have triggers to allocate incoming tickets to certain groups. 

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Jordan,

    Thank you for writing in. Proactive messaging is on the roadmap.

    -Prakruti
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  • Prática Klimaquip

    @..., how do you route using IVR in messaging?

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi @...,

    Thank you for the clarification. 

    The screenshot clearly shows that the agent is accepting a chat that has been in the queue for 6 minutes. And chats that have been in the queue for more than 10 minutes remain untouched.

    Currently, messaging conversations are removed from the queue after 10 mins. Typically, we have seen that customers do not wait more than 5 mins to receive a response. The thought process was to give preference to customers who are recent and are still waiting on the website to receive a response. I would like to get your thoughts on it. 

    Although logically, I would like to see routing, including inactive chats, since the chat is without a session.

    Fair point. We are looking into improving the routing capabilities for messaging and this is valuable feedback. 

    - Prakruti

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  • CJ Johnson

    It looks like there's a link problem, this line: 
    > Learn about messaging routingreporting, and agent staffing.
    Reporting links to a page about the Answer Bot Dashboard, which isn't really Messaging? Is that right? Is there anyplace to find information about Messaging reporting? 

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  • Tipene Hughes
    Zendesk Developer Advocacy
    Hey Santiago,
     
    While you can't access the x or y axis properties directly via API for the messaging web widget, you should be able to target the element with the relevant data-* attribute and apply any styling you need with a bit of JS. Something like this or similar should get you the results you're after:
     
    document.querySelector('[title="Button to launch messaging window"]').style.display = "none";
     
    I hope this helps! Feel free to reach out with any questions.
     
    Tipene
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  • Santiago Gandolfo
    Community Moderator

    Thank Amie.

    Going back to the widget, is there a way to change it's relative/absolute x or y index, in the same way that we are able to change it's z index? Because I'm trying to hide the button when the widget is closed, but I'm being forced to create a background to my site so that I can move the widget behind it, and I would much rather not add this extra component.

    Thanks!

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  • Miranda Burford
    Zendesk Product Manager

    Hi Santiago Gandolfo,

    No, unfortunately not but it's something that we are considering for the future (an open/close listener which allows you to execute code when the end user (or programatically) opens or closes the Web Widget).  

    Thanks for the suggestion!  I'll record it on our side.

    - Miranda.

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  • Amie - SCX

    Hey Santiago,

    1. I'm pretty sure it's not possible to have different Messaging widgets per brand - Yet

    2. As of today, they've just released End-User Authentication for the messaging widget which would resolve this one for you. You can check it out here:

    Announcing End-User Authentication for Messaging

    I hope this helps. :)

    Best,

    Amie

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  • Santiago Gandolfo
    Community Moderator

    iH Tipene, thanks for the answer. Is there a way to know when the button is loaded? Because I'm gettin this error if I try to run that code as a script

    Uncaught TypeError: Cannot read properties of null (reading 'style')

    I could only make it work after adding a timeout or putting it inside a function called by another button.

    Is there also a way to know when it gets reloaded? Because if I resize the screen to mobile size, and then go back to the original size, the button gets loaded again

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  • Clik Rogan

    @... Can say that this trigger config has worked nicely for us. The only issue really is creating unique ticket fields just so you have a unique identifier to base a trigger off of. I think as flows get more complex etc, this may not be best practice in terms of growth. 

    @... Yes I did end up changing that to Channel > is > Messaging thank you for pointing that one out! =]
    What I would LOVE to see for this product is the native ability to route to group in the Flowbuilder flow steps. I absolutely love the ease of talk routing using IVRs as this does not require triggers, keeping my instance cleaner. 

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Santiago, 

    users to be able to attach images/files in messaging? We did some tests and it currently only allows users to send text (at least in the Android SDK version)

    This is on the roadmap. And we will be rolling this out soon. 

    wondering if you have any updates as to when we can expect for messaging to identify users the same way that chat does? 

    User identification for non-authenticated users works in similar manner for messaging and chat. Are you referring to authentication ? This is on the roadmap as well. 

    - Prakruti

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  • Adrian Joseph Magboo
    Zendesk Employee

    Hi Amie,

     

    Hope all is well! We've reached out to our internal team about your questions. See our answers below: 

    1. It's planned for the end of Q3 2021. You can see it on the Productboard portal.

    2. I'm afraid there's no option to include the transcript as this is expected behavior in Zendesk Messaging. We have noted this and we thank you for your feedback. 

    3. We understand where you are coming from. The current behavior is to default channel selection to Messaging ie Channel from where the ticket was created. We also have noted this feedback and we really appreciate it.

    I hope this helps. 

     

    Regards,

    Adrian

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  • Ryan Lainchbury

    Hi there,

    How I end a chat as an agent? We recently changed from Chat to Messaging in the new agent workspace and the "End chat" option is no longer where it was. 

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  • Santiago Gandolfo
    Community Moderator

    And is there a way you could add an Id to every button son that we don't have to find them by their title or class?

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  • Miranda Burford
    Zendesk Product Manager

    Hi Josh Dronzek,

    Thank you for your post.

    >>Horribly jumpy, the UI from a customer side kinda stinks. It moves super fast. Has anyone ever >>wrote into zendesk support using the bot? It flies all over the place. 

    Appreciate the feedback.  We are definitely keen to hear about your experiences on messaging so I'll definitely make a note of this on our side for future consideration.

    - Miranda.

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  • Jennifer Rowe
    Zendesk Documentation Team

    @... this is great, thanks so much for sharing it! I'm sure it will help others! We'd love it if you could paste your solution into a new tip in our community so that others can more easily find it.

    We are also working on more documentation for routing and we'd love to point to your tip as an example.

    Thanks!

     

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Megan, 

    We do not support group assignment based on free text entered by the end-user. If we can create a flow in Flow Builder prompting for nature of issue, then Support Triggers can be used to assign groups.

    Triggers would look like - 

    If Ticket is Created and Channel is Messaging and Nature of Issue is Customer Service 

    Then Group is Customer Service. 

    If Ticket is Created and Channel is Messaging and Nature of Issue is Sales 

    Then Group is Sales. 

    Re: Auto-responders using Chat Triggers. Can you drop a ticket to support@zendesk.com with screenshot of your Chat Triggers setup? We can help troubleshoot.

    - Prakruti

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  • Prakruti Hindia
    Zendesk Product Manager

    Hi Anton,

    Re: offline behavior. Messaging, as a channel, is always available to the customers. It is important to set expectations and collect enough information for the agents to resolve the issue. 

    For this, we can build out a flow in Flow Builder to collect more information from the end-user such as name, email or nature of the issue. (More information here)

    In order to set expectations, we should setup auto-responders. (More information here).

    You can create a view for your agents to pick up Messaging tickets created when the agents were offline with this condition - Channel is Messaging and Status is New

    - Prakruti

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  • Prakruti Hindia
    Zendesk Product Manager

    When you tell me to update the condition of my trigger and only Stage 3 is notified, my follow up question to that is then if a customer only wants to speak to Customer Service, and I don't want the sales group for stage 3 to answer that chat, how can I make that work?

    Maybe we add a prompt in the Flow Builder agent transfer to understand the customer's intention. This would mean creating a custom ticket field - Nature of Issue with possible values - sales, customer service etc.  We used that ticket field as a condition in Support Triggers.

    Chat Triggers should be used for setting up auto-responders. For instance, setting expectations when the agents are offline (more information here) or acknowledge end-user response. 

    Can you tell me more about the use-case for Chat Triggers ?

    - Prakruti

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