Recent searches

No recent searches

How to fix issues in Zendesk messaging

Zendesk messaging feature in Agent workspace accounts. This includes how to set up flows using Flow Builder and workflow management.

What is the difference between Chat and messaging?

Question Why should I use live chat or messaging? Are messaging and live chat different products? Is live chat the sa...

Edited Apr 23, 2025

1 vote  ·  10 comments

1

Vote

10

Comments

Why are my proactive messages not working?

Question I am using Web Widget or mobile SDK channels with JWT authentication and have configured multiple proactive ...

Edited Apr 01, 2025

0 votes  ·  0 comments

0

Votes

0

Comments

Messaging triggers run even after their conditions no longer meet the criteria

Issue symptoms The standard First Reply messaging trigger fires even after an agent has replied. Resolution steps Mes...

Edited Jan 10, 2025

1 vote  ·  0 comments

1

Vote

0

Comments

Workflow: Load different Web Widgets based on the time a user opens your website

With this article, create a script that will load a different Web Widget, based on the time a user opens your website...

Edited Dec 27, 2024

0 votes  ·  0 comments

0

Votes

0

Comments

Can I use the visitor page URL condition to trigger a proactive message if I use the web widget on a SPA website?

Question Can I use the visitor page URL condition to trigger a proactive message if I use the web widget on a SPA web...

Edited Dec 27, 2024

0 votes  ·  0 comments

0

Votes

0

Comments

How can I customize the Web Widget to remain open when the page loads?

Question I would like to initially keep the messaging Web Widget minimized until a customer expands it, and have it s...

Edited Oct 25, 2024

2 votes  ·  0 comments

2

Votes

0

Comments

When is a ticket created with the SunCo API?

Question When is the ticket for the conversation created in Zendesk? Answer Tickets are created only after the user r...

Edited Oct 18, 2024

0 votes  ·  0 comments

0

Votes

0

Comments

WeChat outbound messages are not delivered

Issue symptoms I connected an official WeChat account as part of the messaging social channels into my Zendesk accoun...

Edited Jan 03, 2025

1 vote  ·  0 comments

1

Vote

0

Comments

How do I end a bot conversation for a customer when their concerns are resolved?

Question How do I end a bot conversation for a customer when their concerns are resolved? Answer If the end session o...

Edited Jan 06, 2025

1 vote  ·  0 comments

1

Vote

0

Comments

Is there a character limit for bot messages in WhatsApp?

Question I'm using bot builder to create a bot for WhatsApp. Is there a character limit for bot messages in the Prese...

Edited Oct 04, 2024

0 votes  ·  0 comments

0

Votes

0

Comments

My messaging tickets are created with an empty email field

Issue symptoms My end user creates a request from the Web Widget in messaging and fills in the Email field. However, ...

Edited Jul 29, 2024

0 votes  ·  0 comments

0

Votes

0

Comments

How can I fix 409 conflict errors with JWT authentication?

Question Why am I getting a 409 conflict error when authenticating users via Messaging JWT authentication? Answer 409...

Edited Feb 06, 2025

0 votes  ·  0 comments

0

Votes

0

Comments

The Solved button is dimmed (grayed out) on my messaging ticket

Issue symptoms When I open a messaging ticket, I cannot solve it. What is causing this behaviour? Resolution steps W...

Edited Jul 03, 2024

1 vote  ·  0 comments

1

Vote

0

Comments

How to export messaging ticket comments with author information

Question How can I export comments from messaging tickets along with detailed author information for each comment? An...

Edited Nov 26, 2024

0 votes  ·  0 comments

0

Votes

0

Comments

My bot is not recommending articles to users who are authenticated with JWT

Issue symptoms I noticed that authenticated users are unable to see recommended articles in messaging. However, artic...

Edited Jun 26, 2024

0 votes  ·  0 comments

0

Votes

0

Comments

How can I implement automatic pop-up for the messaging widget on my website?

Question How can I create a pop-up of the messaging widget, immediately after the website loads? Answer After having ...

Edited Apr 11, 2025

0 votes  ·  0 comments

0

Votes

0

Comments

With messaging, can I use the chat rescuer trigger?

Question: Is it possible to enable chat rescuer when messaging is enabled? Answer No, it isn't possible. Not all chat...

Edited Apr 11, 2025

3 votes  ·  2 comments

3

Votes

2

Comments

Why is the email address missing from messaging tickets?

Issue symptoms My Web Widget and bot does not capture the customer email address. As a result, the requester of my me...

Edited Oct 03, 2024

4 votes  ·  0 comments

4

Votes

0

Comments

Message limit of 30000 per conversation reached

Question I am unable to send messages to a user with Sunshine conversations. When checking the integration events log...

Edited Apr 11, 2025

0 votes  ·  0 comments

0

Votes

0

Comments

Can I display the customer's email in Agent Workspace if I set up messaging authentication?

Question Can I display the customer's email in Agent Workspace if I set up messaging authentication? Answer Yes, you...

Edited Apr 11, 2025

0 votes  ·  2 comments

0

Votes

2

Comments

Why can't I see all the dropdown values in messaging Web Widget?

Question Why can't I see all the dropdown values of my custom field in the messaging Web Widget? Answer You can creat...

Edited Nov 26, 2024

2 votes  ·  1 comment

2

Votes

1

Comment

Why does the transcript show the user left the conversation in messaging?

Question Why does the transcript show that the user left the conversation in messaging? Answer When the user is inact...

Edited Apr 11, 2025

0 votes  ·  0 comments

0

Votes

0

Comments

Are outbound Zip files supported in messaging?

Question Are outbound Zip files supported in messaging? Answer Yes, inbound and outbound ZIP files are supported for ...

Edited Apr 11, 2025

0 votes  ·  0 comments

0

Votes

0

Comments

I am unable to receive social media tickets

Issue symptoms Tickets are not being created from all my social channels under Messaging, all my social channels appe...

Edited Mar 05, 2025

0 votes  ·  0 comments

0

Votes

0

Comments

Which API can I use for messaging?

Question I'm not able to use Chat APIs for messaging. What can I use for messaging tickets? Answer Chat API endpoints...

Edited Jan 13, 2025

0 votes  ·  4 comments

0

Votes

4

Comments

My ticket comments are not displayed when printing social messaging conversations

Issue symptoms In a social messaging conversation ticket, when I click ⋮ next to the ticket subject line and then cli...

Edited Apr 11, 2025

1 vote  ·  0 comments

1

Vote

0

Comments

Where can I change the name at the top of the messaging Web Widget?

Question Can I change the name at the top of the messaging widget? Answer Yes, you can change the name displayed on ...

Edited Apr 11, 2025

0 votes  ·  1 comment

0

Votes

1

Comment

Can I manually redact information in a messaging ticket?

Question A customer sent sensitive information in a messaging ticket. Can I manually redact the information in a mess...

Edited Sep 24, 2024

0 votes  ·  1 comment

0

Votes

1

Comment

How can I see if a messaging conversation was offered to an agent?

Question How can I see if a messaging conversation was offered to an agent who didn't accept? Answer View the events...

Edited Apr 23, 2025

1 vote  ·  3 comments

1

Vote

3

Comments

I don't see the option for proactive messaging

Issue symptoms I don't see the option for proactive messaging in Admin Center. Resolution steps The option for proact...

Edited Apr 23, 2025

0 votes  ·  0 comments

0

Votes

0

Comments