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Zendesk messaging


Configuring messaging responses for web and mobile channels

What's my plan? This functionality is part of AI agents. The messaging response is available on all plans. B...

Edited Feb 13, 2025

2 votes  ·  20 comments

2

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20

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Creating an out of office response for messaging

What's my plan? Tip: Messaging trigger access for Zendesk accounts is being moved from the Chat ...

Edited Jun 21, 2024

4 votes  ·  28 comments

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28

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Turning on automatic conversation acceptance for agents

Admins can configure messaging and live chat conversation routing so agents are served new, incoming messaging and ...

Edited Jun 21, 2024

0 votes  ·  16 comments

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16

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Automatically releasing agent capacity for messaging conversations

Configuring the automatic release of an agent’s messaging capacity lets admins specify how long a con...

Edited Jan 21, 2025

2 votes  ·  11 comments

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11

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Configuring end-user device information in the context panel (live chat and messaging)

End-user metadata is captured whenever an end user interacts with Zendesk. Agents can use th...

Edited Jun 21, 2024

0 votes  ·  11 comments

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11

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About Sunshine Conversations platform access and support

What's my plan? Sunshine Conversations is a messaging platform that unlocks the conversations API for custom...

Edited Jun 21, 2024

1 vote  ·  12 comments

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12

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Managing messaging transcript visibility

What's my plan? Messaging transcript visibility management for Zendesk accounts is being moved...

Edited Jul 19, 2024

0 votes  ·  10 comments

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10

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About Sunshine Conversations in Zendesk Suite

Zendesk Suite Professional, Enterprise, and Enterprise Plus plans come with a low-volume, self-servic...

Edited Oct 08, 2024

1 vote  ·  0 comments

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Searching live chat and messaging conversations

What's my plan? This topic describes how to search live chat and messaging conversations in the Zendesk Agent Work...

Edited Jun 21, 2024

0 votes  ·  2 comments

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2

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About monthly active users for Sunshine Conversations

What's my plan? Note: Any Sunshine Conversations Monthly Active Users generated to connect the Ultimate product ...

Edited Nov 22, 2024

3 votes  ·  1 comment

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1

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Testing the end user's messaging experience

What's my plan? When you create or update your messaging configuration for the Web Widget or mobile SDK ...

Edited Jan 24, 2025

3 votes  ·  14 comments

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14

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Migrating from the Sunshine Conversations dashboard to Admin Center

Note: This article applies to legacy Sunshine Conversations accounts created before April 6, 20...

Edited Oct 08, 2024

0 votes  ·  0 comments

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About proactive messages

With proactive messaging, you can deliver targeted messages to your customers through your Web Widget...

Edited Jan 16, 2025

1 vote  ·  27 comments

1

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27

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Creating proactive messages for the Web Widget

Proactive messages allow you to initiate conversations through the Web Widget with customers based on...

Edited Jan 16, 2025

0 votes  ·  11 comments

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11

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Managing third-party bots in Admin Center

This functionality is part of AI agents. You can view and manage your third-party bots, such as those install...

Edited Jan 28, 2025

1 vote  ·  5 comments

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5

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Creating proactive messages for mobile SDK channels

Proactive messages allow you to initiate conversations with customers through your mobile SDK channel...

Edited Jan 16, 2025

2 votes  ·  1 comment

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1

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Proactive messaging conditions and events reference

Conditional statements define the actions that trigger a proactive message for a user, and when those actions should...

Edited Jun 21, 2024

0 votes  ·  6 comments

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6

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Enabling secure chat attachments in the Zendesk Agent Workspace

What's my plan? This article describes how to enable secure chat attachments in the Zendesk Agent Workspace. You can...

Edited Jun 21, 2024

1 vote  ·  5 comments

1

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5

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Testing messaging in your sandbox

What's my plan? You can use your sandbox testing environment to preview how messaging functions in a Web ...

Edited Sep 09, 2024

2 votes  ·  7 comments

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7

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Analyzing your messaging tickets

What's my plan? Zendesk Explore features a prebuilt dashboard to help you monitor your agent performance and custom...

Edited Jul 18, 2024

1 vote  ·  7 comments

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7

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Messaging reporting in Zendesk Agent Workspace

What's my plan? This article describes the basics of the Explore reporting options for all messaging channels in th...

Edited Jul 18, 2024

3 votes  ·  27 comments

3

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27

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Removing Web Widget to deactivate messaging for web and mobile

What's my plan? This article applies to the messaging Web Widget. If you're using Web Widget (...

Edited Aug 26, 2024

1 vote  ·  11 comments

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11

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Configuring the live chat conversational style

Live chat is a real-time conversation between an end user and an agent, with a related ticket that clo...

Edited Jun 21, 2024

0 votes  ·  2 comments

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2

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Configuring the live chat for returning customers conversational style

Live chat with a returning customer is similar to the live chat-type conversation, but has a gap betwe...

Edited Jun 21, 2024

0 votes  ·  5 comments

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5

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Resources for autoreplies with articles

This functionality is part of AI agents. This article provides a list of articles and other resources you can use...

Edited Feb 05, 2025

0 votes  ·  2 comments

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