Chat Window fields

Answered

5 Comments

  • Greg S

    I think this is an absolute "must have". The MAIN reason we have used ZD support is because of the ability to bring all the user information right to the zendesk window. 

    I'm not sure if the OP is referring to using his own API to populate it or do it manually but I think this something that is crucial in our decision to use chat or now. Currently using Livechat Inc.

    1
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Greg and Kundenbetreuung,

    Thanks for the feedback. @Greg you can use the notes and tags Javascript API to append more information about the visitor in the chat panel. You can get more information about those APIs here: https://api.zopim.com/files/meshim/widget/controllers/LiveChatAPI-js.html

    We are also in the process of supporting private apps within Chat and this will allow businesses to bring in custom information from their CRM to the chat panel for the agent to use. More information on this beta will be released shortly with instructions on how to signup.

    -Ramin

    0
  • Greg S

    Thanks Ramin. A couple follow up questions. 

    1. Can the notes be a URL?

    2. Are the CRM's just an integration to the big guys like salesforce or would it be the ability to connect to our own API?

    Appreciate the quick follow up.

    0
  • Kundenbetreuung

    Hey Ramin, thanks for your feedback. We would need an itegration with Helpscout. Do you offer that or is that an option for the future?

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    @Greg you can enter a URL but it won't become a hyperlink in the Notes field within the chat dashboard. The agent would need to copy and paste the URL. The private apps support would allow connections to private CRM tools and APIs. 

    @Kundenbetreuung We are not building an app specifically for Helpscout but the app framework would allow it to happen. Either the business or the service could build the app using the APIs.

    -Ramin

    0

Please sign in to leave a comment.

Powered by Zendesk