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Katie Dougherty
Joined Apr 14, 2021
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Last activity Dec 09, 2024
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ACTIVITY OVERVIEW
Latest activity by Katie Dougherty
Katie Dougherty created an article,
Question
How do I chat with another agent in Agent Workspaces? Can my agents chat back and forth internally? Is there a way for my agents to communicate with each other?
Answer
No, agents cannot live chat internally in Agent Workspaces. The chat functionality to invite an agent or start a conversation with another agent is not available and a chat limitation in Agent Workspace.
Agents should instead leave internal notes or use side conversations on a ticket that are private and only visible internally to agents.
For more information, see these articles:
Edited Dec 02, 2022 · Katie Dougherty
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Katie Dougherty created an article,
Question
How do I go back to the last version of chat? Can I disable messaging?
Answer
Before you turn off messaging for your entire account, an admin has options to disable the messaging experience for customers through smaller account changes. For example, remove a messaging widget or channel so customers cannot contact you, or disable messaging from the brand or account level entirely.
You can remove the messaging experience from:
Entire account
See the steps to turn off messaging for the entire account:
- Click on the product tray.
- Select Admin Center.
- Click the Channels icon.
- Under Messaging and social, select Messaging.
- Click Manage settings.
- Deselect the checkbox next to Turn on messaging for your account.
- Click Turn off messaging in the pop up window.
- Click Save settings.
Widgets
See the following steps to remove a widget from the help center:
- Click on the product tray.
- Select Admin Center.
- Click the Channels icon.
- Under Messaging and social, select Messaging.
- Click on the widget you want to remove.
- Click the Installation tab.
- Deselect the checkbox next to Automatically embed Web Widget in your help center.
- Click Save.
Bots
See the steps to remove a messaging bot from a channel:
- Click on the product tray.
- Select Admin Center.
- Click the Channels icon.
- Under Bots and automations, select Bots.
- Hover over the bot and click Settings.
- Deselect the checkbox next to the currently connected channel.
- Click Save.
Brands
See the steps to remove messaging from a brand:
- Click on the product tray.
- Select Admin Center.
- Click the Channels icon.
- Under Messaging and social, select Messaging.
- Click Manage settings.
- Remove the brands from the Turn on messaging for these Web Widget (Classic) brands section.
- Click Save settings.
Additional resources
For more information, see these articles:
Edited Jul 27, 2024 · Katie Dougherty
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Katie Dougherty created an article,
Question
Why should I use live chat or messaging? Are messaging and live chat different products? Is live chat the same as messaging?
Answer
Your account purchases the Chat product and then can use communication channels like live chat or messaging. Admins can enable the messaging communication channel to allow agents and visitors to engage in messaging conversations instead of live chats.
Choose live chat or messaging based on the conversation experience you want to provide to your visitors and the workflows you desire for your agents.
Live chat |
Messaging |
Live chat offers real-time, session based and synchronous support for customers to receive 1:1 support from an agent on your website. |
Messaging conversations can occur in real time and across channels when necessary but can be picked back up without losing context or history. |
Live chat requires high involvement from both parties and has a beginning and an end. |
Messaging conversations can start and stop when convenient for the participants. |
In live chat, you route chats to departments (or agent groups if you use agent workspace), but cannot use omnichannel routing. |
In messaging, you route conversations to groups of agents, and can use omnichannel routing. |
For more information, see these articles:
Edited Aug 03, 2023 · Katie Dougherty
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Katie Dougherty created an article,
Question
Why can't I use messaging?
Prerequisites
- Confirm you have the appropriate phase and plan level and have migrated to Agent Workspace. For more information, see the article: How do I update my legacy Chat account?
- Enable Agent Workspace.
- Provide chat access to at least one chat-enabled agent.
- Review the preparation for migration guide.
Answer
After confirming access and account preparation in the prerequisites above, you should be able to access messaging.
Enabling messaging involves three main components:
Account enablement
Enable messaging at the account level.
- Open Admin Center.
- Go to Channels > Messaging and social > Messaging.
- Click the Manage settings button.
- Select the checkbox to Enable messaging for your account.
Brand enablement
Enable messaging on the brand where you want to use messaging.
- Navigate back to your Messaging section of your settings as described in step one.
- Click the Manage settings button.
- Locate the section Turn on messaging for these Web Widget (Classic) brands.
- Click the dropdown menu.
- Add your brand.
Widget enablement
Activate messaging in the Web Widget or other social channels.
- Navigate back to your Messaging section of your settings as described in step one.
- Click the Add channel dropdown button.
- Select Web Widget.
- The Web Widget will be added to this available brand.
- Complete the activation of your messaging Web Widget.
Video guide
See the video for a guided walkthrough of turning on messaging in your account:
Verification
Admins will know that messaging is turned on because:
- Admins can check the Admin Center and see the newly added Messaging section of settings and see that messaging is enabled. Migrating to messaging impacts your settings and where certain configurations are located, such as routing triggers.Tip: Messaging trigger access for Zendesk accounts is being moved from the Chat Dashboard to Admin Center in phases. If your messaging triggers do not appear in Admin Center as described in this article, see Chat triggers in Zendesk messaging. For more information on the move, see this announcement.
- Admins will notice a different bot-building experience in the AI Agents > Conversation bots > Manage conversation on bots section of Admin Center.
- Admins will see that the bot has a lot more capabilities because you can use the bot builder.
Agents will recognize the switch to messaging because:
- Agents will be able to deliver support without switching dashboards and will see that they are in a messaging conversation in the Agent Workspace.
- Agents will be able to send an email or send a message without leaving the workspace.
For more information, see the Zendesk Messaging for Agents training course.
Visitors to your help center will know that you're using messaging because:
- Visitors will be able to go through conditional, guided flows with answers to common questions.
- Visitors will have access to ongoing, persistent chats. The conversation history will always be available and they can jump back into a past conversation.
Additional resources
For more information, see these articles:
Edited Dec 26, 2024 · Katie Dougherty
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Katie Dougherty created an article,
Question
I'm seeing tickets for chat interactions, but no notifications on the Chat dashboard. Why are my agents not getting notifications on their dashboard?
Answer
After migrating to Agent Workspaces, agents won't use the Chat dashboard and should not expect to get notifications in that section of their account. The default configuration broadcasts a messaging notification to all agents in the Agent Workspace.
Click on the tabs below to see the different notification experiences.
Live chat
Live chat in Agent Workspace
In the live chat, agents see a live chat notification at the bottom of their Chat dashboard.
If you're still experiencing issues with notifications on the Chat dashboard, troubleshoot this issue by asking yourself the following questions:
- Is the agent offline?
- Did the agent disable their personal chat notification settings?
- Is the agent looking for the notification in the wrong section of their account?
- Has the agent reached their chat limit and should no longer be getting notifications?
- Have you configured your chat routing settings so that the agent will not get a notification? Does the agent not have the appropriate skills? Is the agent not in the right department?
For more information, see these articles:
In Agent Workspaces and messaging, agents see a notification in the top bar of the workspace and need to click Accept to answer.
If you're still experiencing issues with notifications in messaging and the Agent Workspace, troubleshoot this issue by asking yourself the following questions:
- Is the agent unable to receive new notifications? For example, have they reached their notification limit, changed their status to offline, or missed an assigned chat?
- Is the agent excluded from the messaging routing flow of incoming requests? Are they in the wrong group?
- Are your Chat departments enabled to allow for notification routing rules to work?
- Do you have any Support triggers firing before Chat routing rules?
- Are you using omnichannel routing to route messaging tickets and excluding the agent?
For more information, see these articles:
Edited Nov 04, 2022 · Katie Dougherty
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Katie Dougherty created an article,
Question
Why do I need to turn off departments when switching to messaging? How do I change my Chat departments to Support groups?
Answer
Turning off departments will impact the organization of your agents and the routing and transfers of your chats. This is a necessary step if you migrate from live chat to messaging. After the migration, your account will no longer rely on Chat departments, and agents are instead organized into Support groups.
The process to turn off departments when migrating is below:
- Open the product tray and select the Chat icon.
- Under your Settings, select Departments.
-
Enable any Chat departments that you need to send or receive chats.
- Click on the product tray and select Admin Center.
- Under Workspaces, select Agent Workspaces.
- Begin the migration to agent workspaces and messaging and the migration wizard in your account will prompt you to map your Chat departments to Support groups.
For more information, see these articles:
Edited Nov 22, 2024 · Katie Dougherty
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Katie Dougherty created an article,
Question
Do I need to enable Agent Workspace to use messaging? To use messaging do I need to migrate to Agent Workspace?
Answer
Yes, you can only use messaging after enabling the Agent Workspace and adding at least one web or social messaging channel.
Admins can click on the button below to navigate directly to the Agent Workspace settings in your account.
For more information, see these articles:
Edited May 30, 2024 · Katie Dougherty
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Katie Dougherty created an article,
Problem
Why does my Chat dashboard in Explore have all zeroes even though we use chat? Why are my chats in Explore empty? Why do I have zero chats in my reports?
Solution
When analyzing your chat activity, your Chat dashboard could show zero chats because of a filter in place, or the chat metrics you need are tracked in a different dashboard.
Remove filters
Begin troubleshooting by clearing all filters and expanding the date range to make sure you include all possible chats.
- Open the Chat dashboard.
- Check for filter icons on the dashboard and clear the filters.
- Click the time filter and increase the date range.
Check other dashboards
Next, check whether you are using live chat or messaging. If you have Agent Workspaces and messaging enabled, reports on chat conversations are located in a different dashboard.
- Navigate back to your Dashboard section of Explore.
- Select either the Zendesk messaging, Zendesk Support, or Explore live prebuilt dashboard.
All of these dashboards can be further customized. See the example below of how you can filter the Ticket channel for Messaging in the Zendesk Support dashboard.
For more information, see these articles:
Edited Nov 04, 2022 · Katie Dougherty
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Katie Dougherty created an article,
Question
How do I report on chats in messaging if they don’t end? How do I analyze my messaging tickets? How do I analyze conversations in messaging?
Answer
When creating and viewing reports on messaging conversations it is important to remember that messaging allows for persistent conversations. Wait to report on messaging conversations that are closed due to system ticket rules or add live data widgets to your dashboard to see near-real-time reports.
Report on messaging using the following dashboards or create your own:
- Open the product tray.
- Click the Explore icon.
- Click the Dashboard icon.
- Select your preferred dashboard:
- The Zendesk Messaging dashboard.
- The Explore Live data dashboard
- The Zendesk Support dashboard.
For more information, see the article: Metrics and attributes for Zendesk messaging.
Edited Jun 26, 2024 · Katie Dougherty
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Katie Dougherty created an article,
Question
After I migrate my chat account to messaging, where are my live chat settings? Where do I set up my chat workflows in agent workspaces and messaging?
Answer
Accounts that previously used live chat and then enabled agent workspace and enabled messaging will need to set up similar workflows and configure chat settings in new locations.
See the detailed navigational differences below:
Messaging
- Open Admin Center.
- Go to Channels > Messaging and social > Messaging.
- Enable the Web Widget on your account.
Live chat
- Open Admin Center.
- Go to Channels > Classic > Web Widget.
- Under the Customization tab, enable the Web Widget (classic).
Messaging
- Open Admin Center.
- Go to Channels > Messaging and social > Messaging.
- Open your Web Widget channel and click the Installation tab.
- Copy the code snippet.
- Install the Web Widget on your website.
Live chat
- Open Admin Center.
- Go to Channels > Classic > Web Widget.
- Locate the Setup tab in the Web Widget (Classic) settings.
- Copy the code snippet.
- Add the Zendesk Chat widget to your website.
Messaging
- Open Admin Center.
- Go to Channels > Messaging and social > Messaging.
- Select your Web Widget channel and click the Installation tab.
- Install the Web Widget on your help center.
Live chat
- Open Admin Center.
- Go to Channels > Classic > Web Widget.
- Click the Setup tab.
- Add Web Widget (Classic) to your help center.
Messaging
- Open Admin Center.
- Go to Channels > Messaging and social > Messaging.
- Select your Web Widget channel.
- Navigate to the Style tab.
- Configure the appearance of the Web Widget.
Live chat
- Open Admin Center.
- Go to Channels > Classic > Web Widget.
- Navigate to the Customization tab.
- Configure components in the Web Widget (Classic).
Roles created for Chat do not apply in Agent Workspace and messaging. Agents need to have Chat enabled to respond to messaging tickets and need a group assigned to them based on channel and other information.
Messaging
- Open Admin Center.
- Go to People > Team members.
- Select your agent and under the Roles and access tab make sure they have Chat enabled.
- Additionally, you can add the agent to a group to be eligible for messaging tickets.
Live chat
- Open Admin Center.
- Click the Chat icon.
- Select Settings > Roles.
- In this section, you can use Chat default roles and creating Chat custom roles and assigning agents.
Messaging does not rely on Chat departments. After the migration to agent workspaces and messaging, agents are organized into Support groups.
Messaging
- Open Admin Center.
- Go to People > Team > Groups.
- Create your groups and organize your team.
Live chat
- Open Admin Center.
- Click the Chat icon.
- Select Settings > Departments.
- In this section of your account, you can create and edit departments and automatically route chats to departments.
Messaging does not rely on the Chat operating hours schedule. In messaging, set your operating hours in your business schedule.
Messaging
- Open Admin Center.
- Select Objects and rules > Business rules > Schedules.
- Set up your business hour schedule.
Live chat
- Open Admin Center.
- Click the Chat icon.
- Under Settings > Account.
- Click the Operating hours tab.
- Set up operating hours.
Skills-based routing in live chat is not supported for messaging tickets. When messaging is enabled there are three elements that control how a messaging ticket is routed.
Messaging
- Open Admin Center.
- Click the Chat icon.
- Under Settings > Routing.
- Use the default Broadcast messaging routing configuration. You can also set up Support triggers based routing or omnichannel routing.
Live chat
- Open Admin Center.
- Click the Chat icon.
- Under Settings, select Routing.
- Configure the notification routing method or enable skills routing. You can also route chats automatically to specific departments.
Activate messaging to allow you to expand bot's functionality of Article Recommendations in emails and ticket forms. Add the bot in bot builder flows within the Web Widget to include more customizable functionality.
Messaging
- Open Admin Center.
- Select Channels > Messaging and social > Messaging.
- Select your Web Widget channel.
- Under the Responses tab, click Add a bot.
- Then navigate to the Bots and automations section and select Bots.
- Use bot builder to build a fully customizable bot and deploy it to your messaging channels. The bot can provide pre-configured answers, article suggestions, and other functionality.
Live chat
- Open Admin Center.
- Select Channels > Bots and automations > Bots.
- Under Autoreply, click Manage autoreplies.
- Enable autoreply in Email and Web form.
For more information, see the capabilities comparison matrix, impacted settings table, and evaluation checklist to understand if the functionality you're looking for exists in both products.
Video guide
See the video below on the different locations of roles, departments, operating hours, and routing:
See the video below on the widget settings locations:
Additional resources
- Which Zendesk widget do I have with my account and website?
- Messaging vs. live chat: Which is right for you?
- How migrating to messaging impacts Chat settings
- Enabling messaging for migrating accounts
- Migrating from live chat to messaging
Edited May 20, 2024 · Katie Dougherty
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