Viachaslau

Barry Neary If there're plans to allow Zendesk customers who use the multi-conversation feature to show closed chats as closed without allowing a customer to post there? This would greatly improve the user experience

I suggested similar improvements here. 

Please upvote my post to fix the problem of proactive messages not working with multi-conversations. 

We are a financial company, and about 20% of our customers have two or more active conversations with us. For example, one ticket is at the 2nd support line and is still waiting to be resolved. And a customer has a new question. That's why we use Multi-conversations in Messaging SDKs (“Multi-conversations let your end users conduct multiple messaging conversations simultaneously in your Web Widget or mobile app, providing faster resolutions to their support issues and a more satisfying customer experience”).

We've been working to launch also proactive messages for our customers ("With proactive messaging, you can deliver targeted messages to your customers through your Web Widget or mobile SDK channel without waiting for them to start the conversation"). For example, if a customer's transfer is stuck because the wrong details were specified. 
 

We found that the logic of the Multi-conversations feature contradicts the logic of the Proactive messaging feature, specifically, “for the proactive message to work, no active conversation with the bot or agent should be in place for the proactive message to work in SDK” (a reply from customer support ticket). And it was not clearly described in the documentation. After a long conversation with the Zendesk support team, we were told that instead of fixing the functionality, they would just include this limitation in the documentation ("This is not an issue or limitation but a designed behaviour. We will update our developer documentation to reflect this behaviour that it is not yet documented, multi-conversation will be treated the same when it comes to proactive messages, meaning no active conversation with the bot or agent can exists"). It seems to me that this is an attempt to pretend that this is not a bug but a feature. 

We would like Zendesk to improve the Proactive messaging by providing for those customers who also use Multi-conversations the possibility to initiate a new proactive message. 

When you turn on multi-conversations, proactive messages sent to end users create new conversations rather than being appended to an existing conversation.

If a customer has another chat in a status other than closed, will a proactive message be sent in that case?

I add my voice to yukiho.suzuki 's comment, especially the first paragraph. You can't make the filter “today”, or the date ranges “Today — …hours/days/weeks...” etc.

Rich Talbot We have faced a similar experience. A significant number of customers do not realize that by marking an article as useful, they close a ticket. We have also implemented a trigger - that if a client first marked an issue as solved, but then disliked it, the ticket is reopened.

Walter Bellante Thanks for the reply, but I don't see that option in dashboards... Or do you mean to click "edit" first, then open an individual report and then export? I hope that's not what you mean, as it's inconvenient and many employees simply don't have editing permissions 

Walter Bellante I'm trying to understand if there is a possibility to export not the whole dashboard, but only one specific report, as it was possible in the legacy dashboards?

Elaine  
 

Mariana, for your concern about translating messaging triggers, while Zendesk does not currently support dynamic content for messaging triggers in multiple languages, you could consider using different triggers for different languages. By setting conditions based on user language preference, you can tailor your messaging accordingly.

Could you help me figure out how to do this given that there is no language or tag attributes among the messaging trigger conditions?