| Announced on | Rollout | Rollout ends |
| January 25, 2024 | January 23, 2024 | January 25, 2024 |
Zendesk is excited to announce limited support for live chat with omnichannel routing for accounts also using messaging.
This announcement includes the following topics:
What is changing?
Until now, omnichannel routing has only been available to accounts with 100% of their conversational support tickets coming from messaging channels. The use of live chat blocked you from turning on omnichannel routing.
However, we understand that accounts might have a transition period when adopting messaging in which both messaging and live chat are in use. Therefore, omnichannel routing now supports accounts that are using live chat and messaging channels, when at least one website or mobile channel is configured.
When activated, omnichannel routing will assign tickets from all chat and messaging channels to agents. For the best experience, we recommend waiting to turn on omnichannel routing until the majority of your conversational support tickets are received via messaging channels.
For more information, see Using omnichannel routing while migrating from chat to messaging.
Why is Zendesk making this change?
Zendesk recognizes the importance of providing a smooth transition to messaging. Enabling you to begin using and adjusting to omnichannel routing is a way we can improve this experience.
What do I need to do?
Before you can turn on omnichannel routing while still using live chat, you must activate messaging and configure at least one website, help center, or mobile app channel. You should also review the considerations and setting changes that will be involved. Then you can turn on omnichannel routing.