Announcing improved messaging backend for new messaging customers (updated)

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3 Comments

  • Amelia French

    Hi, I have two questions:

    1. When is this change happening? We use messaging already and it hasn't been changed.

    2. With triggers now being moved to the Admin Center, will we now be able to use the agent name placeholder to send out a first reply to customer? i.e. Hi it's {{Agent Name}}, how can I help you today?

    Thanks, Amelia

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  • Paolo
    Zendesk Engineering
    Hi Amelia,
     
    Let me address your questions.
     
    1. When is this change happening? We use messaging already and it hasn't been changed.
      - Please take note that this will roll out to New Messaging customers in the meantime. By the first half of 2024, we are planning to move all the messaging customers to the new messaging backend. Stay tuned for further announcements once we roll out the changes to a new segment of the customers.
    2. With triggers now being moved to the Admin Center, will we now be able to use the agent name placeholder to send out a first reply to customer? i.e. Hi it's {{Agent Name}}, how can I help you today?
      - You can create a Macro to send out your first reply in Messaging. The Macro will render the placeholder. See the sample below, I used the {{ticket.assignee.name}} for this one.
       
     
    Best,
    Paolo | Technical Support Engineer | Zendesk
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  • Amelia French

    Thanks Paolo, appreciate the update.

    In relation to Zendesk messaging, we want the message to be sent automatically without the agents having to send the macro. With triggers on chat, this is possible.

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