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What is the difference between Chat and messaging?



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Katie Dougherty

Zendesk Digital Resources Team

Edited Aug 03, 2023


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10 comments

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Mark Leci

Zendesk Luminary

The introducing messaging link on this page appears to be broken

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Viktor Osetrov

Zendesk Customer Care

Hello Mark,
Yes, you are right. At this moment Introducing messaging article is available internally. 
However, you can review the archived version of this article here.
Hope it helps and please accept our apologies for all inconvenience with that. 
Thank you
 

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Is the messaging supporting initial message similar to 

chatProvider()?.sendMessage()?

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Mike DR

Zendesk Customer Care

Hi Dariana!

For the meantime, these are the only available API codes for messaging: Core messaging Web Widget API

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"Messaging conversations can occur in real time and across channels when necessary but can be picked back up without losing context or history. "

I wonder how we can enable the highlighted text? Hmm, currently, when Ticket A (via Messaging) needs a follow up via email (this will be Ticket B), it creates another Ticket number (Ticket B) instead of continuing the conversation from Ticket A.

Do we need to set a specific trigger so conversation in Ticket A is continuous without the need of creating another ticket for follow up? Thank you.

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@lee - you would need to enable continuous conversations - https://support.zendesk.com/hc/en-us/articles/4408829095706-Allowing-customers-to-continue-their-conversation-over-email?page=2#comments.

The problem with this is that it's all or nothing. You can't force a new conversation if it's a totally new topic without using API custom code (at least this was the issue we ran into)

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How can I configure the settings so that Zendesk users on my end can see ongoing 'messages' without having a chat seat? Currently, only folks with a chat seat can see 'open' conversations, and others can only see that after the status has shifted to 'pending' or 'solved'.

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Christine Diego

Zendesk Customer Care

Hi Damon,

Agents without chat entitlements can only view completed chat conversations in the agent workspace, not ongoing ones. 

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Mark Leci can you share how you used custom code to start new conversations. We are going to run into the same issue. 

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Hello, I cannot seem to access the following links: 
Chat vs messaging - the admin & agent perspective 👨🏻‍💻

Chat vs. messaging - the customer's perspective 🗣

 

Is there any way I can access an explanation on the agent and customer perspective on chat vs messaging? 

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