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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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      Best reports for tracking Answer bots success rates
      Hey all,   We just moved to Workspaces and enabled messaging instead of chat. As a start what are most of you monitoring...

      Posted Oct 07, 2024 · Jason Eliason

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      Route web widget directly to a specific answer/flow using zE('messenger:set', 'conversationFields'... and branch on condition?
      Use case:I have a spot in my app where someone can click a button to fill out a form. I'm currently doing this via Googl...

      Posted Sep 25, 2024 · Jason Kadlec

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      conversations via messaging sometimes has Requestors name sometimes Web User
      We are experiencing an issue with Zendesk support, when we receive chats via messaging. The customers can have the same ...

      Posted Apr 17, 2024 · Tom Watsham

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      Active chat/messaging monitoring issue
      Hello, We are using agent workspace, and we were monitoring the active chats per agent on the chat dashboard. We are abl...

      Posted Aug 20, 2024 · Aleksandar O

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      One trigger shown 3 times in ticket events
      Hi everyone,   Why am I seeing the same trigger listed 3 times in a ticket's events which happens on all tickets via ema...

      Posted Sep 12, 2024 · Ruben Cortez

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      Can not open chat simulation
      When I request to open chat simulation, it appear: “Looks like your account is offline at the moment. Your visitors won'...

      Posted Aug 28, 2024 · Thuc Anh Duong Ha

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      Customising Notification Lists
      At the moment the Notification list isn't editable and only notifies you of incoming messages for messaging channels.   ...

      Posted Sep 03, 2024 · Lois

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      How to calculate the duration of a chat?
      Is it counted as 1 new unit every time a customer starts a chat (within a certain period of time)?  Do customers need to...

      Posted Aug 28, 2024 · Thuc Anh Duong Ha

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      Not being notified of incoming chat
      We have had Zendesk Support and Zendesk Chat installed for years without problem.   Yesterday, we started getting notifi...

      Posted Aug 22, 2024 · WK-help

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      Android SDK - Hiding email and username field from the "Contact Us" screen
      Is it possible to hide the username and email requests on the “Contact Us” screen, so that the user is not required to a...

      Posted Aug 20, 2024 · Richard Pendlebury

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