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Allowing multiple messaging conversations



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Aimee Spanier

Zendesk Documentation Team

Edited Oct 15, 2024


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10 comments

Cannot enable on my instance.

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We've been using this feature in early access and find it useful for brands when customers need to have multiple conversations. For example one chat is on hold, so the problem is still being solved. And a customer has a new question and with the new feature they can now ask it.

However, for companies that want to enable this feature, you need to keep in mind limitations, namely you have no control over the number of chats a customer can create. A small number of customers abuse this feature and can create dozens of chats. The only workaround is to merge chats automatically using a third-party solution or manually by agents (and they will be very unhappy). But this is not visible on the client side, which is hardly a good experience.

We also see that clients often get lost in chats. Although the article states that a customer sees the last message and the agent's name. But all chats end with a customer satisfaction request. And in fact, on the client side, 99% of the time the conversation list will contain a list of chats with the brand name and a “form sent” message. That is, without opening each chat, you won't understand which one you are looking for. At the same time, alternative solutions with multi-conversation feature offer a better experience on the client side. For example, you can see which chat is active and which one is closed. Which one is waiting for a customer response and which one is still being resolved by the brand. You can also choose to display the ticket name rather than the agent's name, which can help customers find the chat they're looking for

 

These are the feature requests we've passed on to Zendesk, but I see that there is no changes in the public release:

  1.  Customization. This is especially relevant when we have a queue and many clients start creating new chats, worsening the situation.  For example, the ability to limit the number of simultaneous chats of the same client in New status. Or using AI to determine if a New chat is related to the same issue and automatically merge them while it is still in the queue before assigning it to an agent.
  2. We would also like to change the behavior of the function in case we merge chats. Now they are not merged on the client side.  
  3. Clients complain that they get lost in the list of chats and can't find the right one. We would like clients to see the status of the chat. Let's say if a chat is in Pending status, then this chat should be highlighted, as it requires the client's attention. Also if the status is On-hold, it would be obvious to the client that it is not closed and we are still working on it. If the status is completed or closed — it's also should be visible.
  4. Closed chats should be moved to the "archive" folder, and for this status "closed" do not give the client the opportunity to send a new message. 
  5. In general we'd like to have settings to determine when customers can send new messages depending on chat status. 
  6. Often clients ask to be able to hide some chats on their side.

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Please see the following article for requirements: https://support.zendesk.com/hc/en-us/articles/8195486407706-Understanding-multi-conversations-for-messaging#topic_lmh_hmy_1dc

 

If you're still having trouble enabling this feature, I would suggest opening a ticket with customer Advocacy so that we can give you a hand!

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Does this feature work with 3rd party bots - Ultimate? 

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Onur Okutan

Zendesk Product Manager

Hi Viachaslau,
Thank you so much for taking the time to share your feedback! We’ve added these suggestions to our backlog, and we’re already planning to work on these points in our future improvements. While we can’t provide timelines at the moment, we’ll be actively enhancing the feature as we move forward.

Thanks again for your feedback!
Best regards,
Onur

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Onur Okutan

Zendesk Product Manager

Hi Gintare,

Yes, the feature works with Ultimate or any 3rd party bot.

Regards,

Onur

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Hey!

Thanks for such a cool feature, this is definitely a dealbreaker in our current migration from the competitor company.

However, I would like to also confirm all of the issues that Viachaslau is facing.  Especially the “archive folder” or being able to hide conversations that are solved would be extremely helpful! 

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Onur Okutan

Zendesk Product Manager

Hi Henderson, thanks for your comment, and we are glad that you like the new feature. The ability to archive old conversations is in our backlog, however, we are not able to provide a timeline at the moment. Once we have it planned with a clear timeline, we will be happy to share more information here.

Thanks,

Onur

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Hey, I think if we could restrict new messages to closed conversations it would be a game changer. 

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Onur Okutan

Zendesk Product Manager

Hey Romil, thanks very much for the feedback. We are happy to in form you that this capability is in our backlog. We are not able to share any delivery timelines at the moment, but once it is planned, we will be able to share more info here.

Regards,

Onur

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