Messaging / Chatbot / Web Widget

Hi there, 

Thank you for writing in. 

There is no way to restart de chat without closing or refreshing the browser. 

Can you tell me more about this ? Are you looking for a way to enable end-users to re-start the conversation with bot anytime? Or is this a case where the end-user may wish to discuss more than 1 topic with the your team ? 

Also, when there are no articles being used while using the flow builder and you search some terms, the search engine is not accurate. It's sensitive to caps and only searches within the options configured, not texts.

I will be passing along this feedback to the relevant team. 

 It would be nice to have the option to open articles within the web widget with SDK, similar to the Classic Web Widget.

I will be passing along this feedback to the relevant team. 

 Finally, the chat triggers when messages are being sent only work when an agent is connected and in the chat session, not while using the Answer Bot or the Flow Builder. 

This is the current behavior. Can you tell me more ? Which type of triggers would you like to apply to Answer Bot ? 

- Prakruti

Prakruti Hindia For his first ask "There is no way to restart...."

I have the same question for the following reasons:

• Ticket for initial chatbot engagement or agent engagement has been resolved and need the end-user to start at the beginning of the chatbot flow
• End-user accidentally clicked the wrong chatbot flow option and is now on the wrong path in the flow (resulting in the wrong agent being assigned based on the choices in that flow)

I have a query : 

1. When I integrate the INSTALLATION Code for Web Widget messaging (not classic) I use window.zE loginUser to authenticate my user to Zendesk Chat...Now how can I get the Ticket ID assigned to me ?

2. Also when I spoke to Zendesk support they said that there is no way to clear conversations. Ideal way is that agent should mark ticket as CLOSED after which user can start a new conversation meaning neew ticket. But the chat never starts on a clean slate. So is there a way to clear chat history ? Also any event for me to intercept when the ticket assigned to me is marked as CLOSED ?

Hello,

i am having one custom button on webchat V3 and webchat V4 clicking on button will refresh the browser and new conversation ID is generating. Is it possible that without refreshing the browser the bot will get reset and new conversation id will generate while clicking on custom button?

please, help me to find the solution or mark an article accordingly.

Hi Gauri Sanil,

To clarify, you'd like to assign the ticket over to you via API instead of just assigning the ticket from the Support dashboard or trigger?

As for your inquiry about clearing the chat history, it does defeat the point of Messaging wherein the end-user can open their ticket anytime. So it needs to be closed so that it would prompt up a new chat session. If you would like the option for them to open new chats while they still have an open ticket with you, I would suggest looking into Sunshine Conversations. For unauthenticated users, however, there is an option to "Forget History" so they can start fresh.

With regards to intercepting a closed ticket, you'd need to set up a workflow before allowing a ticket to be closed. I would suggest creating automation to notify you if the ticket has been tagged as "solved" before it gets tagged as "closed". Closed tickets cannot be updated so they cannot be intercepted. 

Let me know if you have any follow-up questions!

Hey Isabella Nora,