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Q&A - Chat, messaging, and widgets

Ask your questions, engage in discussion, and find solutions related to social messaging channels, live chat, messaging, classic widget, legacy chat, and SunCo.

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      Sorting responses from multiple Instagram accounts
      We have 8 Instagram accounts and 4 Facebook Messenger accounts generating messaging tickets.  When they come in we have ...

      Posted Feb 02, 2025 · Aaron

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      Alert when chat is missed by agent
      We currently have a rather small support team, with one agent responsible for answering incoming chats. The chat volume ...

      Posted Dec 09, 2024 · Isak Tapper

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      Proactive bulk messages via Whatsapp
      Hello everyone!   I'd like to know if it would be possible to send bulk messages on Whatsapp via Zendesk?   Actually, I'...

      Posted Feb 12, 2025 · Thiago J.

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      What does it look like when chat and form are enabled?
      I understand that If we enable multiple features, they would be presented in this order: Self service Live chat (only d...

      Posted Oct 18, 2024 · mfg

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      Send a message from visitor to agent with 3rd party webchat
      Need to send message from customized third party application to live agent after making websocket connection. There is n...

      Posted Feb 07, 2025 · Sunil Panwar

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      keep saying no available agent on mobile sdk
      even though my agents are all online, but mobile sdk keep telling customer no available agent, why is that? Should i als...

      Posted Feb 08, 2025 · Chopin Ke

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      Why is a ticket created without user sending a message via Web Widget
      Answered
      I added the messaging web widget to my app and login users if they are authenticated: window.zE('messenger', 'loginUse...

      Posted Dec 14, 2023 · Eric

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      Duplicate profiles created when using JWT with external_id and email
      My understanding is that when using the JWT Authentication, when a live transfer step is reached in the flow builder, th...

      Posted Sep 25, 2024 · Jason Kadlec

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      can not find Account Key in android classic-chatSDK
      this is your wiki https://developer.zendesk.com/documentation/classic-web-widget-sdks/chat-sdk-v2/android/quick-start-ch...

      Posted Nov 15, 2024 · wangchaoying wang

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      Using Custom Launcher for Zendesk Messaging
      We need to use the “custom launcher” for Zendesk Messaging widget, but the instructions in the dev guide don't say where...

      Posted Jul 23, 2024 · Kyle

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