Configuring messaging responses for web and mobile channels

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  • Kenya Roberts

    Why are you not able to add other fields that are not name or email? Also, why is required to collect name and/or email in the messaging widget?

  • Viktor Osetrov
    Zendesk Customer Care
    Hello Kenya,

    You are able to add other fields that are not name or email - please use Adding custom fields to your tickets and support request form. You can skip fields where is required to collect names and/or emails in the messaging widget instead you can use different step types. Please follow - Understanding answer flow step types.

    Hope it helps
  • Vlad
    Community Moderator
    The Wise One - 2022

    "Working with the default messaging response"
    - can a description field be added for "Response outside of business hours"? It seems essential to me.

  • SFARR1752

    @... But can you indeed add the custom fields as part of the user prompt without configuring your own BOT?

  • AntonMi

    We are missing translations of standard responses. We use the widget for 10+ languages, but one can configure responses only for a single language. The same issue applies to all strings in the widget configuration. 
    Not being able to have a localized widget is a significant roadblock. 

  • Anton Verhelst

    +1 for Anton

  • +1 for AntonMi. Having automatic translations for default responses is essential. If not possible, enabling dynamic content for those fields would also be helpful. 

  • Anastasia Kachanova

    +1 to have translations to default responses is a must. Also we need to be able, to add our own (custom messages) to Messaging Web widget instead of default messages and we need to be able to use translations in all supported languages. Also customers should be able to change the language in the web widget as a setting.

  • Atanas Tomov

    +1 on Anastasia's comment. Definitely a must have!

  • WhatsApp Connector

    +1 automatic translations

  • Hello, 

    Any updates on the possibility to translate Standard Responses, whether automatically or using dynamic content?

    Thank you.


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