Offering Chat or Messaging for certain products only

2 Comments

  • Jacob Christensen
    Community Moderator

    Hi Brandon,

    If your plan allows, you could create a bot to greet visitors on your messaging channel, and direct them to outcomes of your choosing, using flow builder.
    https://support.zendesk.com/hc/en-us/articles/4965031536794-Best-practices-Creating-a-messaging-bot

    Hope this helps.

    1
  • Ahmed Zaid
    Community Moderator

    Hi Brandon Niblock,

    On the one hand, classic widget does not allow end user to select an option before choosing between live chat and web forms. On the other hand, messaging widget only create "messaging" channel tickets, but agents can change the channel to email.

    By utilising flow builder, you can deploy an answer bot to your messaging widget with options for clients to select their product. You can use ask for information step to simulate ticket forms and customise the transfer to an agent step with auto responses and tags to set customer expectations and route the ticket appropriately.

    Another untested idea I have is that if you are using omnichannel routing with unified agent status, it could be possible for agents in your desired groups not to be routed any messaging tickets, so they will only interact with them through a ticket view where they will have to change the channel to email before responding.

    Alternatively, You can submit tickets via requests API using flow builder instead of using transfer to human step. In this case, the response channel will be email by default.

    1

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