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About proactive messages



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Aimee Spanier

Zendesk Documentation Team

Edited Jan 16, 2025


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27 comments

Is it possible to give several Answers as Response instead of just one? I think that would be more accurate

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We have a Professional subscription, why I can't see the option "Proactive messages" in "Admin center> Channels"?

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Kai

Zendesk Customer Care

Hi 이지훈@안랩!

This is possible by going to Channels > Bots and Automation> Proactive messages.

For more in-depth information you can check this article

Thanks!

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Kai

Zendesk Customer Care

Hi Ahmed Zaid,

As of the moment, No, if you have a custom launcher the widget is "hidden" by default, You would need to create a custom code for it for your proactive message which is currently not supported at this time.

Thank you!

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Kai

Zendesk Customer Care

Hi Gilney Santana Lisboa Junior,

I will open a separate ticket for us to investigate this further. 
 
Thanks!

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Hello!

I need to translate the proactive message depending on the user's language.I tried by using dynamic content but it doesn't work. 

What should I do?

Thanks!

 

 

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Is is possible to use with Sunco?

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Kai

Zendesk Customer Care

Hi,

As of the moment, there is no native way to make proactive messages disappear after a certain period of time.

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Kai

Zendesk Customer Care

Hi Jon Roncal,

As of the moment, dynamic content and placeholder are not currently supported.

 

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Can you make proactive messages based on events? Also this appears to require Messaging, is this true?

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Kai

Zendesk Customer Care

Hi Jon,

As of the moment there is no option to create proactive messages based on events, And yes, it requires messaging. More of this is discussed here

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Thanks for your quick response Kai, do you know if there are any plans to make proactive messages based on events? Responding to emails based on events would be awesome. 

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Kai

Zendesk Customer Care

Hi Jon,

As of writing, its not yet in the roadmap.  I understand that it could be a useful feature. I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
In addition, I encourage you to create a new post in the Support Product Feedback topic (https://support.zendesk.com/hc/en-us/community/topics/200132066) in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post (https://support.zendesk.com/hc/en-us/community/posts/115007959427-Read-me-before-posting-How-to-write-an-effective-feedback-post-and-Product-Feedback-Guidelines). 

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Arpan Nagdeve

Zendesk Product Manager

Hi Gabriela, 
Current offering of proactive messages is applicable for widgets that are offered on messaging. If you are using Sunco the out of the box experience will not work.

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Arpan Nagdeve

Zendesk Product Manager

Hi Jon Roncal,

For language translation usecase you can use language as a condition and run language specific messages. 

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When will this be possible with Sunco SDK?

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When adding bot answers to a proactive message, can I only do it if the answer is live on the bot? We want to set a proactive message on our corporate website and show some options that we don't want on the support site. Is there any way to go about this?

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is the (way more) extensive set of conditions of Zopim triggers going to be made available in messaging any time soon? 

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Mike DR

Zendesk Customer Care

Hi Kat! Didn't find any updates about that yet but you may check our Zendesk Updates here: Zendesk updates

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Hello, we've integrated HubSpot into Zendesk via API (Segment OAuth) and would like support with using the fields/properties available via the API to trigger Proactive Messaging bots.

The current list of two trigger options (objects: Visitor or Device) in Zendesk does not assist us with achieving our goals.

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What am I doing wrong here? 

I did get one proactive message set up properly and it's live. But while trying to test another in only our qa environment, I can't get it to trigger. I tried simplifying it, and tried doing some overkill on conditions to make sure there's no question that I've loaded the right page to trigger the message, but still nothing. 

Attaching screenshots of:

1. the basics (I tried respond by Bot vs by Agent)

2. when to check / schedule (I tried "anytime conditions are met" vs "only during business hours" - and "when they load the page" vs "after being on page for 5 seconds"

3. examples of different conditions I tried:

- simply the Visitor.Page URL is [the exact URL]

- combo of page title & part of URL

- complicated combo of page title + every part of URL

4. picture of my page title & URL I'm visiting

 

 

 

 

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Hi Nikki Goodson!

I will create a ticket to look into this matter with you.

Thank you! 

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Hi 

Can I use proactive messages to a specific segment? Lets say I have 50 special customers I would like to send a specific message - is that possible?

Thanks
Kris

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Hi Kris,

No, proactive messages are not meant to be used this way. They act based on the conditions configured and send a message to users in your website. 

What you are looking for sounds more like a proactive ticket campaign, we you can achieve with an app like this - Proactive Tickets App

Thank you!

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Hello Zendesk team,

I would like to share a couple of feedback and request.
 

1. I would like to request Dynamic content being applicable to Proactive messages. I read in thread above that it is currently not supported as of April 2023. When will it be enabled?
2. When I clone a proactive message, message copy in original one won't be carried over to cloned one. It is automatically reverted to default message copy.

Hope these could be improved in the near future. Thank you.

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Shawna James

Community Product Feedback Specialist

Hey Thomas, thank you so much for taking the time to provide us with your feedback here. I wanted to point you in the direction of our product feedback forum for Messaging where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility.  Here is our product feedback template to get you started. Thank you!

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How do I  build a report on Sent, Opened, Replied To in Explore? I see the data in the admin panel, but I want to also add it to my CX dashboard.  

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