William Flaugher

We're running into this same issue as well. In addition to the inconvenience of changing a channel BACK to email every time we want to continue the conversation via email, the risk of an agent accidentally hitting "enter" and sending an incomplete message is significant.

If anyone has found a fix or workaround for either of these issues, I'd love to hear it as well!

Hi Hiedi Kysther

Just checking back in on this to see if there have been any updates on timelines for this feature. We've recently enabled messaging, which has replaced the "live chat" widget on our website.

In the past, we took advantage of the hide/suppress function of the Chat widget to remove it entirely from key pages. We love the added benefits of messaging, but it's fairly painful to have lost this capability from the old widget.

@... it's the same problem that we face with callback requests. Both paths go directly to the pre-defined confirmation message, which creates an incredibly disjointed feel for callers. Voice A walks them through 99% of the IVR, but Voice B confirms their request for a call/text back.

We'd be very interested in the ability to control these recordings, similar to how we control the rest of our IVR experience. If the phone number itself is the problem, maybe give us the option to record a voice saying each number?

Are you able to clarify what happens if a ticket is handed off to an agent outside of business hours? I can see the option to configure a path based on whether or not it's inside/outside business hours, but there's no clarification on what happens after the handoff. Does it just become a ticket in the queue, rather than a message notification in the upper corner?

@... - this is a limitation that a lot of people have asked about on this thread. Does zendesk have any plans to allow channels to come in however your customers prefer? By this, I mean giving us the choice to have facebook/instagram/etc messages populate as on blended "live chat" channel or to have them come in as standard tickets.

Speaking from our personal experience, this would be hugely helpful for our agents and has honestly prevented us from moving forward with the Instagram integration.

David - while it's not through the explore function, I was able to find a workaround through the Talk History dashboard that Aubree just mentioned. If you go to Settings, click "Talk", click "History", and then click "Export CSV" you will see a full list with phone numbers included, per period.

We had a person claiming to have reached out before with no assistance, so we were able to use this export to determine whether or not this was true. Not an ideal solution, but it got the job done for this specific use case.

Thanks for the response, Aubree! Would this essentially mean that the user has never had a completed call in the psat? At what point are user profiles created?

If this is the case, is there any way to know the numbers associated with missed/abandoned calls if a ZD user wasn't created at the time of the call?

Great post and thanks for the information! Can you please confirm what it means when the "End-user name" field is empty for a call? For example, after creating this query, I'm seeing a few callers with a completion status of "abandoned in IVR" but a blank "End-user name" column.

Russell Chee - is there a way to stop the Instagram DMs from coming through the exact same pathway as a live chat on our website? We have separate agents for web and social interactions, so it creates a significant problem when they both simply show up as "1 message" at the top of the screen. If zendesk treated these DMs more like a facebook message that we can separate into its own queue would be very helpful. For example, being able to assign certain skills to certain channels/agents would be a great step in this direction for messaging.

Thanks for the post, Carl - this is very helpful. As one quick issue, I seem to be having problems with the "{{agent.signature}}" placeholder. While I do have a signature listed on my profile, and have added this string into the Zignatures app, nothing is appearing in the final signature being sent to the customer.

Is there a different placeholder that we should be using or anything like that?