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Katie Dougherty's Avatar

Katie Dougherty

Joined Apr 14, 2021

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Last activity Dec 09, 2024

Zendesk Digital Resources Team

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ACTIVITY OVERVIEW

Latest activity by Katie Dougherty

Katie Dougherty created an article,

ArticleHelp with live chat

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. 

internal_note.png

Tip: Workarounds include embedding your chat widget behind an agent only login or a page specifically to your agents. Explore more creative workarounds in the Community posts: Internal Chat Option for communicating with other internal teams and Internal Chat function while using Zendesk Agent Workspace

For more information, see these articles:

Edited Dec 02, 2022 · Katie Dougherty

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Katie Dougherty created an article,

ArticleHelp with messaging

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.

Note: The only way to use more than one type of widget, like the messaging and Web Widget (Classic), is to have a Multibrand account.

You can remove the messaging experience from:

  1. The entire account (largest account change)
  2. Widgets (smallest account change)
  3. Bots 
  4. Brands

Entire account

Important: If you remove messaging from the entire account, you need to set back up the Web Widget (Classic) or your customers will not be able to chat with you. You may also need to reconfigure Chat triggers in place of messaging triggers. If you have an newer account with messaging enabled by default you may not be able to revert to live chat.

See the steps to turn off messaging for the entire account:

  1. Click on the product tray.
  2. Select Admin Center.
  3. Click the Channels icon.
  4. Under Messaging and social, select Messaging.
  5. Click Manage settings.
    Managing settings click path GIF
  6. Deselect the checkbox next to Turn on messaging for your account.
  7. Click Turn off messaging in the pop up window.
    disable_messaging.gif
  8. Click Save settings.

Widgets

Important: Removing a widget doesn't turn off messaging entirely. If you added messaging widgets in other locations on your website or mobile apps, those messaging widgets are still available.

See the following steps to remove a widget from the help center:

  1. Click on the product tray.
  2. Select Admin Center.
  3. Click the Channels icon.
  4. Under Messaging and social, select Messaging.
  5. Click on the widget you want to remove.
  6. Click the Installation tab.
  7. Deselect the checkbox next to Automatically embed Web Widget in your help center.
    remove widget from help center gif
  8. Click Save.
You can also remove the widget from your website by deleting the code or from your mobile app by asking your developer to remove the Channel key from the mobile app code.

Bots

Important: Removing a bot does not disable messaging completely. However, if you remove a messaging bot from a channel, your customers cannot chat with you from that specific channel unless you configure and publish another messaging bot.

See the steps to remove a messaging bot from a channel:

  1. Click on the product tray.
  2. Select Admin Center.
  3. Click the Channels icon.
  4. Under Bots and automations, select Bots.
  5. Hover over the bot and click Settings.
    bot settings gif
  6. Deselect the checkbox next to the currently connected channel.
  7. Click Save.
    save deselected channel

Brands

Important: If you remove messaging from a brand in your Multibrand account, you have the unique option to use the Web Widget (Classic) instead of the messaging widget. If you do not want any widget option available, remove the brand from messaging completely.

See the steps to remove messaging from a brand:

  1. Click on the product tray.
  2. Select Admin Center.
  3. Click the Channels icon.
  4. Under Messaging and social, select Messaging.
  5. Click Manage settings.
    manage settings clickpath 1 gif
  6. Remove the brands from the Turn on messaging for these Web Widget (Classic) brands section.
  7. Click Save settings.
    GIF showing how to delete a brand

Additional resources

For more information, see these articles:

Edited Jul 27, 2024 · Katie Dougherty

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Katie Dougherty created an article,

ArticleHelp with messaging

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,

ArticleHelp with messaging

Question

Why can't I use messaging?

Prerequisites

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.

  1. Open Admin Center.
  2. Go to Channels > Messaging and social > Messaging.
  3. Click the Manage settings button.
  4. Select the checkbox to Enable messaging for your account.
    turn_on_messaging.gif

Brand enablement

Enable messaging on the brand where you want to use messaging.

  1. Navigate back to your Messaging section of your settings as described in step one.
  2. Click the Manage settings button.
  3. Locate the section Turn on messaging for these Web Widget (Classic) brands.
  4. Click the dropdown menu.
  5. Add your brand.
    add_messaging_to_another_brand.gif

Widget enablement

Activate messaging in the Web Widget or other social channels.

  1. Navigate back to your Messaging section of your settings as described in step one.
  2. Click the Add channel dropdown button.
  3. Select Web Widget.
    add_web_widget_in_messaging.gif
  4. The Web Widget will be added to this available brand.
  5. Complete the activation of your messaging Web Widget.
Now that messaging is turned on for your brand's Web Widget, you can add the widget to your help center or website and add a bot to your brand and create answers to common customer questions.

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.
    messaging_settings.png
    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.
    Conversation bots.jpg
  • Admins will see that the bot has a lot more capabilities because you can use the bot builder.
    new_bot_functionality_and_flow_builder.gif

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.
    Conversation_with_messaging_.png
  • Agents will be able to send an email or send a message without leaving the workspace.
    messaging.gif

For more information, see the Zendesk Messaging for Agents training course.

Visitors to your help center will know that you're using messaging because:

Additional resources

For more information, see these articles:

Edited Dec 26, 2024 · Katie Dougherty

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Katie Dougherty created an article,

ArticleHelp with messaging

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.

notification_in_chat_dashboard.gif

If you're still experiencing issues with notifications on the Chat dashboard, troubleshoot this issue by asking yourself the following questions: 

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.

notification_in_agent_workspaces_and_messaging.gif

If you're still experiencing issues with notifications in messaging and the Agent Workspace, troubleshoot this issue by asking yourself the following questions:

For more information, see these articles:

 

Edited Nov 04, 2022 · Katie Dougherty

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Katie Dougherty created an article,

ArticleHelp with messaging

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.

Warning: The migration from Chat departments to Support groups cannot be reversed. Before you activate the workspace, understand the impact on the account before and after migration.

The process to turn off departments when migrating is below:

  1. Open the product tray and select the Chat icon.
  2. Under your Settings, select Departments.
  3. Enable any Chat departments that you need to send or receive chats.

    enable_departments.gif

  4. Click on the product tray and select Admin Center.
  5. Under Workspaces, select Agent Workspaces.
  6. 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,

ArticleHelp with messaging

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.

Note: Deactivating Agent Workspace prevents you from using messaging and requires you to revert back to the standard agent interface, delete social messaging channels, and deactivate web messaging channels

For more information, see these articles:

Edited May 30, 2024 · Katie Dougherty

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Katie Dougherty created an article,

ArticleHelp with live chat

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? 

zero_chats_in_chat_dashboard.png

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.

  1. Open the Chat dashboard.
  2. Check for filter icons on the dashboard and clear the filters.

    clear_filters_in_explore_dashboard.gif

  3. Click the time filter and increase the date range.

    expand_date_range.gif

 

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. 

  1. Navigate back to your Dashboard section of Explore. 
  2. 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. 

    filter_for_messaging_channel.gif

For more information, see these articles:

Edited Nov 04, 2022 · Katie Dougherty

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Katie Dougherty created an article,

ArticleHelp with messaging

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:

  1. Open the product tray.
  2. Click the Explore icon.
  3. Click the Dashboard icon.
  4. Select your preferred dashboard:
    1. The Zendesk Messaging dashboard.
    2. The Explore Live data dashboard
    3. The Zendesk Support dashboard.
Remember: In contrast to messaging, live chat sessions are ended by visitors or agents, and your chat activity is analyzed differently on your Chat 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,

ArticleHelp with messaging

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

  1. Open Admin Center.
  2. Go to Channels > Messaging and social > Messaging.
  3. Enable the Web Widget on your account.

messaging_enable_widget.png

Live chat

  1. Open Admin Center.
  2. Go to Channels > Classic > Web Widget.
  3. Under the Customization tab, enable the Web Widget (classic).

live_chat_enable_widget.gif

Messaging

  1. Open Admin Center.
  2. Go to Channels > Messaging and social > Messaging.
  3. Open your Web Widget channel and click the Installation tab.
  4. Copy the code snippet.
  5. Install the Web Widget on your website.

code_snippet_messaging.png

Live chat

  1. Open Admin Center.
  2. Go to Channels > Classic > Web Widget.
  3. Locate the Setup tab in the Web Widget (Classic) settings.
  4. Copy the code snippet.
  5. Add the Zendesk Chat widget to your website.

widget_script_live_chat.png

Messaging

  1. Open Admin Center.
  2. Go to Channels > Messaging and social > Messaging.
  3. Select your Web Widget channel and click the Installation tab.
  4. Install the Web Widget on your help center.

add_widget_to_help_center_messaging.png

Live chat

  1. Open Admin Center.
  2. Go to Channels > Classic > Web Widget.
  3. Click the Setup tab.
  4. Add Web Widget (Classic) to your help center.

add_widget_to_help_center_chat__2_.png

Messaging

  1. Open Admin Center.
  2. Go to Channels > Messaging and social > Messaging.
  3. Select your Web Widget channel.
  4. Navigate to the Style tab.
  5. Configure the appearance of the Web Widget.

Live chat

  1. Open Admin Center.
  2. Go to Channels > Classic > Web Widget.
  3. Navigate to the Customization tab.
  4. Configure components in the Web Widget (Classic).

customize_widget_chat.gif

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

  1. Open Admin Center.
  2. Go to People > Team members.
  3. Select your agent and under the Roles and access tab make sure they have Chat enabled.
  4. Additionally, you can add the agent to a group to be eligible for messaging tickets.

enable_chat_access.png

Live chat

  1. Open Admin Center.
  2. Click the Chat icon.
  3. Select Settings > Roles.
  4. In this section, you can use Chat default roles and creating Chat custom roles and assigning agents.

roles_live_chat.png

Messaging does not rely on Chat departments. After the migration to agent workspaces and messaging, agents are organized into Support groups.

Messaging

  1. Open Admin Center.
  2. Go to People > Team > Groups.
  3. Create your groups and organize your team.

Live chat

  1. Open Admin Center.
  2. Click the Chat icon.
  3. Select Settings > Departments.
  4. In this section of your account, you can create and edit departments and automatically route chats to departments.

add_departments.png

Messaging does not rely on the Chat operating hours schedule. In messaging, set your operating hours in your business schedule.

Messaging

  1. Open Admin Center.
  2. Select Objects and rules > Business rules > Schedules.
  3. Set up your business hour schedule.

add_schedule.png

Live chat

  1. Open Admin Center.
  2. Click the Chat icon.
  3. Under Settings > Account.
  4. Click the Operating hours tab.
  5. Set up operating hours.

turn_on_operating_hours.png

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

  1. Open Admin Center.
  2. Click the Chat icon.
  3. Under Settings > Routing.
  4. Use the default Broadcast messaging routing configuration. You can also set up Support triggers based routing or omnichannel routing.

routing_settings_for_messaging.png

Note: When you have messaging with omnichannel routing enabled, the process for setting up routing and triggers is different from live chat routing. For more information, see the article: Routing messaging tickets and notifications.

Live chat

  1. Open Admin Center.
  2. Click the Chat icon.
  3. Under Settings, select Routing.
  4. Configure the notification routing method or enable skills routing. You can also route chats automatically to specific departments.

skills_routing_in_live_chat.png

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

  1. Open Admin Center.
  2. Select Channels > Messaging and social > Messaging.
  3. Select your Web Widget channel.
  4. Under the Responses tab, click Add a bot.
  5. Then navigate to the Bots and automations section and select Bots.
  6. 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.

connect_conversation_bot.gif

Live chat

  1. Open Admin Center.
  2. Select Channels > Bots and automations > Bots.
  3. Under Autoreply, click Manage autoreplies.
  4. 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

Edited May 20, 2024 · Katie Dougherty

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