Zendesk Messaging - continuous conversations - Customization of Message and Email needed
AnsweredFeature Request Summary:
We should be able to customize 2 main properties with the continuous conversations feature that at the moment unfortunately are not customiseable:
- Ability to customize the message customers receive in the Web Widget when Agents are not Online (Including the name and logo of the answer bot - or at the very least the name and logo should adjust to the current settings for the Answer Bot to keep the messaging experience consistent.)
- Ability to customize the appearance of the Email that is sent with continues conversations: Including adding hyperlinks to the Email (e.g. a Link to the website the Chat was conducted) and the text and topic
Description/Use Cases:
Currently it is not possible to customize the two things above, causing the continues conversations feature to interfere with our messaging experience. 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. Additionally the messaging experience is inconsistent visually, because the name of the Answer Bot and the Icon of Answer Bot do not adjust according to the settings for the other messages.
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
Business impact of limitation or missing feature:
This is critical for our business as we strive to provide a consistent, clean and fluid messaging experience for our customers. We want to capture the customers across every interaction they make with us and re-engage them in conversations in order to facilitate customer satisfaction and loyalty, moving beyond the traditional Email format.
Continued conversations are a significant part of that, unfortunately it feels like the feature was forgotten about since it was introduced in March 2021. Which is something I do not understand as the impact and potential of the feature is significant: This feature at its core is a very good implementation to allow Messaging to be more than another way to "Submit a request", but rather a conversation with the customer.
All it needs is some additional property customization to bring it in line with Web Widget features introduced after it was created(icon and name of Answer Bot) and to allow a bit of customization in terms of the messages and emails that are sent to make it useable for a business case within a professional organisation.
Other necessary information or resources:
Please find attached the article about continuous conversations to reference which feature I am talking about:
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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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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 - Some great ideas!
Out if interest, when you disabled the Chat trigger for continuous conversations, did the actual feature (continuous conversations) still work as expected?
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