Transfering Live Chats from Other Platform(i.e. Snapengage) to Zendesk

Answered

3 Comments

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi Bhavesh,

    Sounds like there are two requests here, let me know if this is true:

    • Want to have some agents that are chat only alongside Suite agents
    • Ability to transfer chats between chat providers

    For the first point, there is no immediate plans to offer blended agent types while using the Suite. The expectation is that all agent in an account using the Suite have a subscription across the products.

    For your second request, we have no plans to support the ability to move conversations to other chat providers.

    -Ramin

     

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  • Bhavesh Miyani

    Hi Ramin!

    Yes, you do understood it correctly. Thanks!

    Honestly, a bit disappointed with answers and none of that is helping us any ways

    - Nobody can afford a complete SUITE license just to use CHAT module.

    - Limiting capability to accept CHAT from a different provider is complete disconnect of previous customer communication and not up-to-zendesk's policy to provide best customer experience.

     

    I am looking forward to your expertise in solving our real-world scenario;

     

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    If you just want to use Chat and no other products, it is recommended you sign up for a Chat standalone account on zendesk.com/chat

    But if you want some agents on Suite and others as Chat only, it is not possible right now and there are no workarounds. 

    It is not common practice for chat or support tools to let you transfer conversations between platforms. Currently, the team are focusing our time and energy on the Chat + Support integration and 3rd party providers can use the apps framework but are not supported by us. If you have questions about apps, you should email the developer of the app/integration directly.

     

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