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Clarity on Live Chat vs. Messaging re: session-based vs. persistent conversations

Answered


Posted Jan 19, 2023

Hi team,

I need a bit of clarity on session-based and persistent conversations.

For a bit of context, we are in the process of moving our chat offering to Zendesk. We are unsure if Live Chat or Messaging would be a better fit, but it seems Messaging may be best because of the workflow capabilities.

One of our requirements is if the customer returns to the chat/conversation window after a chat/conversation has concluded, this is treated as a new chat/conversation and routed to an available agent, rather than a continuation of the previous conversation. The customer does not need to end the conversation, but the agent must have the ability to end it so that any new conversation initiated by the customer is treated as a stand-alone chat/conversation.

From my understanding, this behavior is related to session-based conversations which are a feature of Live Chat, however, I'm seeing conflicting information about session-based conversations and Messaging.

For example, this article explicitly states that it is possible to have session-based conversations with Messaging: Messaging vs. live chat: Which is right for you?

But this article says the opposite: When do chats time out?

If anyone has suggestions or can provide clarity on this topic, I'd greatly appreciate it. It's unclear to me if this is a matter of just building out something to push a Messaging conversation to Solved and then Closed when the conversation concludes or if this requires further configuration.

 

Edit: if it's helpful, the experience we're looking for is similar to the experience of chatting with Zendesk at support.zendesk.com!


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