Zendesk Messaging - continuous conversations - Customization of Message and Email needed

Answered

2 Comments

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Shayan,

    Thank you for the detailed feedback. 

    We already set up 'Offline Messages" within flow-builder and this feature adds another Offline message on top of it, without allowing us to customize what message is sent.

    If you have already setup a flow to capture end-user's email and set expectation, you can disable this message from Chat >Settings > Chat Triggers > Request Email for Continuous Conversations. This will stop sending the additional message on top of your existing configured one. 

    Customizing the Email sent to the customer is also highly important, because ideally we want to drag the customer back onto our site to chat with us. Without the ability to include a link to the site where the Web Widget was on, the experience for our customers is not fluid and consistent. And most customers will be inclined to answer via Email instead of being drawn back to the Messaging experience

    We have considered adding a link back to the website. Can your users access the widget directly on the website or is it available only on login ? 

    Also, topic comes from the ticket subject. If the agents update the ticket subject, the email notification will have carry that subject. 

    [Shoe La la] is the name of the brand you have setup. Having said that, I do understand the need to customize the email contents. With text, are you referring to this line - You have two messages from Alex Smith. To continue the conversation, you can respond on this email or return to the website?

    - Prakruti

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  • Shayan Moussawi

    Hello Prakruti,

    Thank you for your detailed answer. 

    If you have already setup a flow to capture end-user's email and set expectation, you can disable this message from Chat >Settings > Chat Triggers > Request Email for Continuous Conversations. This will stop sending the additional message on top of your existing configured one. 

    Oh this actually does help a lot, I thought disabling this trigger would disable the entire continues conversation feature. Thank you.

    We have considered adding a link back to the website. Can your users access the widget directly on the website or is it available only on login ? 

    [Shoe La la] is the name of the brand you have setup. Having said that, I do understand the need to customize the email contents. With text, are you referring to this line - You have two messages from Alex Smith. To continue the conversation, you can respond on this email or return to the website?

    A link to the website would already help to re-capture users, however ideally this would be  customizeable, as our Chat widget is at the moment only embedded into our help center, not directly on our main page.

     

    In terms of customization, I believe the ideal free form solution scenario would be to just have the messaging layout as a placeholder in Email notifications via a standard trigger:

    Something like {{ticket.messagingHistory.2}} could then be used in Emails sent via a Trigger

    This would allow us to setup individual links and triggers depending on the type of brand or ticket we have. (For example chinese customers at the moment have a separate Web Widget and access our site from a separate website link).

    By having a placeholder with the messaging history, we would be able to customize 1) When messages are sent as emails, for example this could work with "solved" Tickets as well, as we would define the Trigger condition 2) What type of Tickets receive which kind of messages and links 3) Overall formatting

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