Video Recording
Questions from the Q&A
Q: Triggers don't run on messaging tickets until they are created (assigned), so there is no way to route them to specific groups. This is especially painful with multi-brand accounts because there is no routing, so it cannot be routed to dedicated product teams. When do you intend to implement this option?
A: Triggers can be used in conjunction with flow builder's forms. So if your bot asks for certain fields in the form upon creation of that ticket, the triggers will be able to read those form fields, and you can use those to route messages to any department.
Additionally, you will have one widget per brand. Using the widget of the same brand will automatically set the brand of the ticket.
Q: Do you intend to implement the feature which allows checking whether the agents are online and, based on that, redirects them to agents that are online? If the agents are offline, could the ticket be redirected to the contact form? Currently, everything is based on a schedule.
A: Currently, this would be possible to be configured through Sunshine conversations. However, at this time, we don't have any plans to build that into the out of the box messaging product. There are certain workarounds depending on your workflow, like creating one large group with all your agents and routing your tickets there.
Q: What happens with an active chat when the agent goes off-line for any reason (i.e., Internet issue)? Is there any way that their chat (ticket) can be automatically re-assigned to another team member who is available? I think at the moment, only the administrator can re-assign the chat - please clarify.
A: Yes, think of it more like texting. It can happen fast like chat or slower like email, and either party (the end user or the agent) can leave and come back and continue the session where they left off. Since the "chats" or messages are just tickets, they can be reassigned just as easily as any other tickets
Q: Is there an outline of the additional metrics for messaging that will be available in September? Looks like the EAP is closed.
A: We don't have an overview however our dev teams are working very hard to push this out asap. It's our reporting team's primary focus.
Q: Are you going to implement localization/translations? I'm aware of google Translate.
A: You can already localize flow builder flows which we cover in this article.
Supporting Docmentation:
Setting up Zendesk Chat for complex business needs
Q: Is there going to be implemented a metric that will allow tracking the time when the agent was online in chat/messaging that could be seen in Explore?
A: We are looking into this option as we get ready to release the messaging dataset however it's a difficult metric since messaging tickets can easily change channels multiple times from messages to email to phone and maybe back to messaging... So there are other considerations here in addition to just online time.
Q: When will placeholders be available in Messaging?
A: We are looking at multiple types of variables and data manipulation within flow builder. Depending on your workflow, the ability to data dip and grab data is already available this week inside of flow builder, which may replace placeholders. Old fashioned placeholders are also on the team's radar however they may change in name.
Q: Would the IP address of our customer be shown on a messaging ticket chat? With live chat, we do have it available, so if we need to block a certain IP, for example, for security reasons, we can do so. In the sandbox, IP is not showing on messaging tickets. Is it a matter of our settings, or is this feature not available yet?
A: We generally block domains, not necessarily IPs, since those can be easily faked if someone wants to do that. Additionally, you can suspend users to stop them from being able to create tickets in any channel on your platform.
Q: How does Messaging affect full resolution time? Does a ticket with messaging ever go to closed status?
A: It's a standard ticket, just like your email or calls, so you get to decide that and what status it has when either automatically via trigger or by agent update.
Q: When customers come back to use the widget again, this flows into the same thread instead of the queue, regardless of whether the Assignee is Online. To prevent these from being experienced as an unattended chat, we rely on Agents to Solve Messaging threads as soon as the conversation is over and a Trigger to force-Close Messaging threads that are solved (so they don't just get re-Opened in the same Ticket). This workflow is prone to human error. Is there a way we can solve this more elegantly?
A: There is a checkbox in the settings to forget user data which will allow you to initiate a new ticket every time they come back. Instead, this will cause the widget to become most like a live chat experience where a new ticket happens every time they come back, and because of this, it will be re-routed to a new agent every time.
Q: How do measure the number of new conversations vs. messages of existing conversations?
A: Depends on your workflow. Generally, new conversations would create new tickets vs. messages/comments updated on existing tickets, kind of like emails.
Q: Will banning visitors be available in Messaging?
A: Suspending users already exists, and it will limit their ability to create tickets in all parts of the product, not just Messaging.
Q: Will there be an analysis of the sentiment for Messaging chats?
A: Not at this time, but we are always looking for more options to add in the future.
Q: What are the differences between Live chat, Messaging, and email?
A: You can think of live chat as a phone call (one or both people will hang up, and the chat is done) messaging is text: can happen quickly like a call or slowly like an email. Email is one update at a time and takes a few seconds or minutes from you submitting the email to me seeing it in the ticket.
Q: We are a global software vendor, and we have a high number of products per brand. How can we route messages to a certain group of agents after a customer has a question regarding a specific product line/family?
A: Since launch, the ability to route to a skill hasn't been supported, but this has changed. Now you can sign up for our omnichannel routing beta. Alternatively, you can use data collection (form) in flow builder to collect the product, tag it, and use the tag to route the query to a given agent/team.
Supporting Docmentation:
About omnichannel routing (beta)
Q: We are a global software vendor, and we have a high number of products per brand. How can we route messages to a certain group of agents after a customer has a question regarding a specific product line/family?
A: Since launch, the ability to route to a skill hasn't been supported, but this has changed. Now you can sign up for our omnichannel routing beta. Alternatively, you can use data collection (form) in flow builder to collect the product, tag it, and use the tag to route the query to a given agent/team.
Supporting Docmentation:
About omnichannel routing (beta)
Q: How can we calm customer anxiety while waiting for an agent to respond? When the flow builder says that it will be transferred to an agent?
A: It's important to set appropriate expectations with customers as to how long it typically takes you to respond when your agents are available and when they're not. Would recommend starting by building conditional flows with a different response depending on when you're open and when you're not, so the bot behaves correctly inside/outside of office hours. If, when your agents are online, conversations aren't picked up immediately, be sure to add a step in your flow where the bot indicates typical response times.
Supporting Docmentation:
Understanding bot flow step types
Q: When will the expanded metrics for Messaging be available? Is there an article that outlines the roadmap for the metrics that will be added?
A: Messaging dataset is currently in EAP and will be released next month. You can find out what metrics will be available in the following documentation.
Supporting Docmentation:
Metrics and attributes for Zendesk Chat
Q: Do you consider enabling proactive messaging so we can proactively start chats with visitors?
A: Yes, we've been working on this one for a while now. It's currently in development and is on the roadmap for incremental delivery starting early Q1 2023
Q: How do you handle customers that use the same conversation to send in multiple requests?
A: Today, this feature is known as "conversation lists" and you can only get it if you are subscribed sunshine conversations and using a specific web widget that comes with it. We are working on bringing this functionality to messaging customers as well.
Supporting Docmentation:
Sunshine Web Messenger
Q: When will the messaging dataset be available so we can see the type of metrics we can track?
A: The messaging dataset will be available in September and will allow businesses to analyze three key focus areas: agent efficiency, agent activity, and unsolved tickets. Admins can get a micro-level view into individual metrics like CSAT score, first-response time, and median resolution time.
Resources from the event
Presentation Material:
2 Comments
During his presentation, Paul mentioned the team following up with workflow best practices documentation, but I can't seem to find it. Can that be shared here?
Hello Amie,
You can find that list here in the following help center article! This is also listed in the resources section of our shared slide deck.
Evaluating your account for migration from live chat to messaging
Best regards.
Please sign in to leave a comment.